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IP Office, IPO500, product description

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Ip office-9 0-product-description-en Ip office-9 0-product-description-en Document Transcript

  • IP Office 9.0 Product Description 15-601041 Issue 27.01.0 (Thursday, September 26, 2013 - 12:22 PM)
  • © 2013 AVAYA All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer "Documentation" means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya generally makes available to users of its products. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on its hardware and Software ("Product(s)"). Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website: http://support.avaya.com. Please note that if you acquired the Product(s) from an authorized Avaya reseller outside of the United States and Canada, the warranty is provided to you by said Avaya reseller and not by Avaya. "Software" means computer programs in object code, provided by Avaya or an Avaya Channel Partner, whether as stand-alone products or pre-installed on hardware products, and any upgrades, updates, bug fixes, or modified versions thereto. Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ( "AVAYA"). Product Description IP Office 9.0 Avaya grants you a license within the scope of the license types described below, with the exception of Heritage Nortel Software, for which the scope of the license is detailed below. Where the order documentation does not expressly identify a license type, the applicable license will be a Designated System License. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. License types Designated System(s) License (DS). End User may install and use each copy of the Software only on a number of Designated Processors up to the number indicated in the order. Avaya may require the Designated Processor(s) to be identified in the order by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose. Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Database License (DL). End User may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicates with no more than a single instance of the same database. CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated in the order provided that the performance capacity of the Server(s) does not exceed the performance capacity pecified for the Software. End User may not re-install or operate the software on Server(s) with a larger performance capacity without Avaya’s prior consent and payment of an upgrade fee. Named User License (NU). You may: (i) install and use the Software on a single Designated Processor or Server per authorized Named User (defined below); or (ii) install and use the Software on a Server so long as only authorized Named Users access and use the Software. "Named User", means a user or device that has been expressly authorized by Avaya to access and use the Software. At Avaya’s sole discretion, a "Named User" may be, without limitation, designated by name, corporate function (e.g., webmaster or helpdesk), an e-mail or voice mail account in the name of a person or corporate function, or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software. Shrinkwrap License (SR). You may install and use the Software in accordance with the terms and conditions of the applicable license agreements, such as "shrinkwrap" or "clickthrough" license accompanying or applicable to the Software ("Shrinkwrap License"). © 2013 AVAYA All rights reserved. Page 2 Issue 27.01.0 (Thursday, September 26, 2013)
  • Heritage Nortel Software "Heritage Nortel Software" means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009. The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http://support.avaya.com/licenseinfo under the link "Heritage Nortel Products". For Heritage Nortel Software, Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level, solely for the purpose specified in the Documentation, and solely as embedded in, for execution on, or (in the event the applicable Documentation permits installation on non-Avaya equipment) for communication with Avaya equipment. Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice. Trademarks The trademarks, logos and service marks ("Marks") displayed in this site, the Documentation and Product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the Documentation and Product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Copyright Except where expressly stated otherwise, no use should be made of materials on this site, the Documentation, Software, or hardware provided by Avaya. All content on this site, the documentation and the Product provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software unless expressly authorized by Avaya. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law. Downloading Documentation For the most current versions of Documentation, see the Avaya Support website: http://support.avaya.com. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks are the property of their respective owners, and "Linux" is a registered trademark of Linus Torvalds. Contact Avaya Support See the Avaya Support website: http://support.avaya.com for product notices and articles, or to report a problem with your Avaya product. For a list of support telephone numbers and contact addresses, go to the Avaya Support website: http://support.avaya.com, scroll to the bottom of the page, and select Contact Avaya Support. Virtualization Third Party Components "Third Party Components" mean certain software programs or portions thereof included in the Software that may contain software (including open source software) distributed under third party agreements ("Third Party Components"), which contain terms regarding the rights to use certain portions of the Software ("Third Party Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed Linux OS source code) and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya’s website at: http://support.avaya.com/Copyright. You agree to the Third Party Terms for any such Third Party Components. Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose. Preventing Toll Fraud "Toll Fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of Toll Fraud associated with your system and that, if Toll Fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya Toll Fraud Intervention If you suspect that you are being victimized by Toll Fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. For additional support telephone numbers, see the Avaya Support website: http://support.avaya.com. Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to: securityalerts@avaya.com. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 3 Issue 27.01.0 (Thursday, September 26, 2013)
  • Contents Contents 1. Introduction Avaya IP Office ................................................................ 7 Voice Communication Solution Features ................................................................ 10 Data Communication Solution Features ................................................................ 11 Applications................................................................ 12 Platform Features Management Tools ................................................................ 13 Scaleable Platform ................................................................ 14 Telephone Options ................................................................ 14 Application and Feature Licensing ................................................................ 14 B100 Conference Telephones ................................................................ 131 9504 and 9508 Digital Telephones ................................................................ 137 1600 Series IP Telephones and 1400 Series Digital Telephones ................................................................ 140 T3 Telephones ................................................................ 148 Wireless Phone Solutions ................................................................ 152 Other Phones Supported ................................................................ 199 Analog Telephones ................................................................ 228 Headsets ................................................................ 234 Summary ................................................................ 235 9. Features and Call Handling Basic Call Handling ................................................................ 240 2. What's New in IP Office Release 9.0 Advanced Call Handling ................................................................ 244 Branch Consolidation and Centralization ................................................................ 16 Unified Communication Collaboration ................................................................ 16 Server Edition ................................................................ 17 Web Manager for Server Edition and Standard Mode ................................................................ 19 SIP Trunks ................................................................ 19 Automated On-Boarding and SSL VPN Enhancements ................................................................ 20 Phone and Hardware Enhancements ................................................................ 20 Communications Accessibility Support ................................................................ 21 Other IP Office Software Enhancements ................................................................ 21 3. IP Office Basic Edition PARTNER® Mode Hardware ................................................................ 26 Telephones ................................................................ 28 System Administration ................................................................ 35 System Features ................................................................ 38 4. IP Office Basic Edition Norstar® Mode Hardware ................................................................ 57 Telephones ................................................................ 59 System Administration ................................................................ 63 System Features ................................................................ 66 5. Supported Platforms 6. IP Office Server Edition IP Office Server Edition Overview ................................................................ 85 Server Edition Key Components ................................................................ 87 Server Edition Deployment Options ................................................................ 87 Server Edition Scalability ................................................................ 88 Server Edition Resiliency ................................................................ 92 Centralized Management ................................................................ 94 Serviceability ................................................................ 95 Key and Lamp Operation ................................................................ 250 Outbound Call Handling Features ................................................................ 253 Forwarding................................................................ 255 Avaya Telephone Features ................................................................ 257 Inbound Call Handling ................................................................ 261 Contact Center Features ................................................................ 263 Miscellaneous Features ................................................................ 264 System Short Codes ................................................................ 265 10. IP Telephony Gateways, Gatekeepers and H.323 - Technology Overview ................................................................ 269 SIP - Session Initiation Protocol ................................................................ 269 IP Telephony Features ................................................................ 270 SIP Trunks................................................................ 272 SIP Endpoint Support ................................................................ 274 IP Office Interoperability ................................................................ 279 Remote Phone Support ................................................................ 283 Avaya Session Border Controller for Enterprise ................................................................ 285 VoIP FAQ ................................................................ 285 11. Public and Private Voice Networks Private Circuit Switched Voice Networking ................................................................ 291 Public Voice Networking ................................................................ 292 E1R2 Channel Associated Signaling ................................................................ 294 Session Initiation Protocol (SIP) ................................................................ 294 Packet Based Voice Networking ................................................................ 297 Supplementary Services within IP Networks ................................................................ 298 Multi-Site Networking (Small Community Networking) ................................................................ 299 Internetworking with Other Avaya Products ................................................................ 302 Common Networking Features ................................................................ 303 12. Data Networking Services IP Office 500 Control Unit ................................................................ 97 IP500 Base ................................................................ 99 Cards IP500 Trunk Cards ................................................................ 104 External Expansion Modules ................................................................ 108 LAN/WAN ................................................................ 306 Services Internet Access ................................................................ 306 Remote Access Features ................................................................ 307 LAN to LAN Routing ................................................................ 307 SSL/VPN Remote Access ................................................................ 308 Data Networking Features ................................................................ 308 8. Telephones 13. Unified Communications Module 7. IP Office 500 Platform 9600 and 96x1 Telephones ................................................................ 115 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 4 Issue 27.01.0 (Thursday, September 26, 2013)
  • Contents 14. Applications Server 15. User Call Control Applications one-X Portal for IP Office ................................................................ 319 IP Office Video Softphone ................................................................ 330 Flare Communicator ................................................................ 336 16. Receptionist SoftConsole Options ................................................................ 346 SoftConsole Administration ................................................................ 347 SoftConsole PC Requirements ................................................................ 348 17. Computer Telephony Integration IP Office Conferencing Capacity ................................................................ 396 IP Office Standard Conferencing Features ................................................................ 396 21. The Contact Center Customer Call Reporter ................................................................ 399 22. Management Utilities Web Manager ................................................................ 413 IP Office Simplified Manager ................................................................ 416 IP Office Monitor ................................................................ 417 Simple Network Management Protocol (SNMP) ................................................................ 418 System Status Application ................................................................ 419 Data Migration Manager ................................................................ 420 CTI with IP................................................................ 350 Office TAPILink Lite (1st Party TAPI Support) ................................................................ 350 TAPILink Pro (3rd Party TAPI Support) ................................................................ 351 Support for................................................................ 351 Developers TAPI Functions Supported by IP Office ................................................................ 351 23. IP Office Support Services and Automated On-Boarding 18. Messaging 24. Technical Specifications IP Office Essential Edition - Embedded Voicemail 356 ................................................................ IP Office Preferred Edition - Voicemail Pro ................................................................ 357 IP Office Preferred Edition - Voicemail Pro Resilience ................................................................ 360 and Backup Interaction ................................................................ 363 of Voicemail with Email Systems Unified Messaging Service (UMS) ................................................................ 364 Fax Messages ................................................................ 367 Text-to-Speech Email Reading (Microsoft Exchange only) ................................................................ 368 Networked ................................................................ 369 Messaging Auto Attendant ................................................................ 370 Personal Numbering ................................................................ 371 Accessing Database Information within Call Flows (IVR) ................................................................ 372 Using Text To Speech (TTS) Facilities within a Call Flow ................................................................ 373 Visual Basic (VB) Scripting ................................................................ 374 Extended Personal Greetings ................................................................ 375 Hunt Group Broadcast Messages ................................................................ 376 Personal Distribution Lists ................................................................ 376 Cascaded Out-Calling ................................................................ 376 Campaign ................................................................ 377 Manager Call Recording ................................................................ 379 Call Screening ................................................................ 380 IP Office Contact Recorder ................................................................ 380 Centralized Messaging with Avaya Communication Manager ................................................................ 382 Voicemail Feature Comparison ................................................................ 382 Interfaces ................................................................ 430 Protocols ................................................................ 430 Avaya Global Services ................................................................ 424 On-Boarding Automation ................................................................ 425 25. Licenses Basic Edition Licenses ................................................................ 435 Standard Mode Licenses ................................................................ 435 Server Edition Licenses ................................................................ 437 Small Community Network Licenses ................................................................ 438 Upgrade Licenses ................................................................ 439 Trunk Licenses ................................................................ 439 User Licenses ................................................................ 441 IP Endpoint Licenses ................................................................ 443 Other System Licenses ................................................................ 444 Trial Licenses ................................................................ 445 26. Appendix 19. Mobility one-X Mobile Preferred for IP Office ................................................................ 386 On-Site Mobility ................................................................ 388 External Mobility ................................................................ 390 3rd Party Mobility Solutions for Use with IP Office 393 ................................................................ 20. Audio Conferencing IP Office Preferred Edition Meet-Me Conferencing Solution ................................................................ 395 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 5 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 1. Introduction Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 6 Issue 27.01.0 (Thursday, September 26, 2013)
  • 1. Introduction This document is not a contractual document. The specification of the Avaya IP Office family is subject to change without notice. Not all components and features documented are available in all territories; refer to your Avaya representative for further details. This document should be read in conjunction with any issued technical bulletins and/or product offer announcements. Avaya IP Office Simple, Powerful Communications for Small Businesses. What is IP Office? IP Office is a versatile communications solution that combines the reliability and ease of a traditional telephony system with the applications and advantages of an IP telephony solution. This converged communications solution can help businesses reduce costs, increase productivity, and improve customer service. How can I use it in my business? Avaya IP Office unifies your communications, providing your employees with a solution that lets them handle all their business communications on the device of their choice: their laptop, mobile phone, office telephone or home telephone; using wired, wireless or broadband connections. What are my choices? Successful companies are always looking for new ways to do more with less – keeping their business flexible, innovative and competitive without driving up operating costs and capital expenses. Avaya IP Office is the right choice for any small business today – whether you have 5, 25, 250 or 1000 employees… just getting started or already established have a single location or multiple locations across the globe... With IP Office you can tailor the solution to your user needs (e.g. Teleworker, Mobile Worker, Customer Service Agent, etc.). Whether you have 5 employees, 25, 250 or more, IP Office is the right choice. IP Office: Three key things to know All small and medium size businesses are seeking ways to reduce costs and improve the way it operates. Like every business, you’re looking to keep all your customers, add new ones and grow at the pace that’s right for you. Avaya understands this. With over one hundred years of experience as a leader in communications, we know that the right solution for your business is one that helps you increase profitability, improve productivity and gain competitive advantages. Serving Customers Effectively with Unified Communications Your office telephone, cell phone, e-mail, texting, instant messaging and even your home telephone are all essential to the way you work today. Unlike other solutions, Avaya IP Office uses built-in intelligence to simplify your use of wired, wireless and Internet communications. Instead of keeping your communications separate, Avaya IP Office brings them together so you can easily turn a home or mobile phone into an office extension, collaborate with dozens of customers or staff members on a conference call and get detailed reports that show how well your company is responding to customers. With rich functionality, IP Office naturally creates new ways of thinking about the role communications can play in your business. See what Avaya can do for you You need a communications system – every business does. To find one that’s right for your business, start with Avaya. With solutions like IP Office, we’re revolutionizing how small and medium size businesses communicate. Now is the time to see what an Avaya solution can do for your business. Reduce monthly costs. Now. IP Office will help you lower the cost of communications, with capabilities like conferencing, making calls over a managed Internet service (Voice over IP) and the "all-in-one" benefits of a converged communications system. Leave the office. Be accessible. With easy, flexible options for call/message forwarding and one-number reachability, IP Office keeps everyone in touch. Get the freedom to go where you want and never miss important business calls. Serve better. Sell more. IP Office can give you a customer sales and service center designed for your needs and your budget – with all the routing and reporting capabilities you need. Deliver the personal service that builds sales and loyalty. Get connected Talk to your Avaya Business Partner. Discuss where you want communications to add value to your business. Learn about the different service and support options that are available. See why thousands of growing businesses rely on the innovative Avaya IP Office solution. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 7 Issue 27.01.0 (Thursday, September 26, 2013)
  • The right choice for you and your business How we communicate is a personal choice – it has to match the needs of your business. And your needs change depending on whether your employees are working in the office, at home, or on the road. That’s why when you choose IP Office you can also choose from a whole range of communication tools and applications designed to boost productivity. Choose a basic telephone or one with all the "bells and whistles." Connect our IP telephones directly to your office LAN – you can even take them home and get all the features you have at the office. With Avaya IP Office, a PC or laptop and an internet connection you can turn the screen of your PC into a telephone. And our wireless solutions make it easier to roam the office. With all of our IP Office capabilities, our goal is to make your communications simple and cost-effective. Let your Avaya BusinessPartner put together a selection of tools and applications that's right for you. Fine-tuning performance How many calls are you handling an hour, a day? What are your peak calling periods? How many calls typically turn into sales? The Avaya IP Office reporting capabilities can help you measure and manage your availability and response to customers. Day-to-day administration Once your system is up and running you will benefit from the graphical administration tools that simplify dayto-day tasks, such as updating directories and moving telephone extensions. Getting started Is your communications network ready for IP Office? We'll make sure. Avaya has created assessment and automated configuration tools to make sure that when your system is installed it’s ready to meet your needs starting Day One. Keeping ongoing management simple Concerned about needing extra resources to administer a system as powerful as IP Office? There’s no need for worry. IP Office comes with a whole set of graphical tools to keep ongoing management simple. Does my current phone system give my business what it needs? If it is based on old technology, probably not. Your competitors will react faster and appear more professional with the latest in communications software. IP Office delivers the capabilities that allow you to keep up with or overtake the competition. Do I need to understand the technology to implement it? No. IP Office is designed specifically to give you more functionality without making more demands on your resources. Rely on your certified Avaya BusinessPartner for support before, during and after your purchase. We'll take care of you so you don’t have to worry. Do I need to spend a lot? Not at all. You have choices based on your budget needs. Easy leasing or financing plans not only make this affordable; they help you quickly cut monthly expenses immediately. And you only have to buy/lease what you need, when you need it. Is IP technology established and reliable? Yes. With over 170,000 systems and 6 Million users worldwide Avaya IP Office has the track record businesses like yours can rely on. Customers like you are saving money and boosting productivity and many are managing IP Office themselves. I have old systems but am adding an office. Should I consider newer technology? Not only would this be a way for you to experience the rich functionality of the latest communications applications, but we may be able to network with your existing equipment, as well as provide a gradual migration plan for your other locations. I have a Nortel BCM or Nortel Norstar system. Can I keep my existing telephones? Yes. IP Office supports the majority of Nortel BCM and Norstar telephones. You can save between 40 to 60% of your original investment by keeping your existing telephones. Whether you want to add additional telephones or replace older telephones, IP Office supports nearly every kind. How quickly can I get up and running? Just say "when" – an authorized Avaya BusinessPartner can tailor a solution to your needs and your budget. By saving you money and helping you grow, IP Office repays your investment and lets you reallocate resources to other business priorities. Lowering long distance costs Routing telephone calls over the Internet (Voice over IP or VoIP for short) – is growing in popularity. Particularly in the case of international calls, VoIP generates significant savings. If your company is already linking multiple offices using high-speed data circuits, the VoIP capabilities in IP Office make it possible to route voice calls over the existing infrastructure, providing another way to lower costs and leverage your investment. However you do it, the VoIP capabilities of IP Office are a way to put money back in your pocket. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 8 Issue 27.01.0 (Thursday, September 26, 2013)
  • Eliminating conferencing fees Collaborate with customers, partners, suppliers and remote employees. IP Office includes a 128 party audio conference bridge (64 max in one conference) to keep people working together and travel costs down. With Avaya IP Office, your organization can have its own private, secure conference bridge and eliminate expensive fees to third party conference providers. Maximizing productivity When employees can’t get to the office (because of storms, personal issues or other reasons) IP Office allows them to work as at home (or any other location) as productively as though they were in the office. And keep in mind… IP Office delivers a whole range of capabilities. Only you can put a number on the value that many of these capabilities will have for your business. Examples: · Having calls automatically routed to a cell telephone or other location, so important customers can get through to the right person in real-time · Being able to operate as a 24/7 business, without a 24/7 staff · Using your communications to quickly identify when your top customers call How IP Office is benefiting businesses today · More room for sales With IP Office, a leading provider of commercial food service equipment now handles 50% more calls per day, without extra staff and without sacrificing the personal service it knows is the key to sales · At the head of the class By relying on IP Office to connect nearly 50 buildings, a public school system saved thousands of dollars on inter-office calls and simplified communications · Lowering global costs By using IP Office to hold teleconferences and make phone calls across the IP network, a strategic consulting firm is saving up to $30,000 per year IP Office can grow as your business grows to meet your needs IP Office is a fully scalable solution. See Server Edition Scalability 88 for capacity information. Call handling and messaging Get 24-hour support for callers/customers without a 24-hour staff. IP Office has a range of messaging, auto attendant and Interactive Voice Response (IVR) capabilities. Integrate messaging and advanced call handling into your customer service operations. Handle voice mail and email in a single mailbox. Communication with customers Set up a formal or informal customer service center. Integrate your customer data base into your call handling. Manage the quality of your customer interactions. Work anywhere Give your employees all the communications capabilities they have at the office whether they are working from home, a hotel or a remote office. Collaborate with customers, vendors and remote staff Don’t pay any more fees to outside conferencing service providers. Use IP Office built in audio conferencing that is easy to set up and use while saving you money Secure converged communications Use IP Office as a secure router with a built-in firewall/VPN. Route voice calls over a managed Internet service (VoIP) and pocket the savings. Simple administration Windows-based, graphical tools cut the time and expense of administration. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 9 Issue 27.01.0 (Thursday, September 26, 2013)
  • Voice Communication Solution Features IP Office offers a comprehensive list of features and benefits for the small or mid-size business, including: · Full PBX Features Caller ID, Call Forwarding, Conference Calling, Voice Messaging and more. · Trunk Interfaces A variety of network trunk interfaces, including E1, T1, PRI, ISDN, SIP, analog loop start and analog ground start for comprehensive network connectivity. Not all trunk types are available in all territories, please check for local availability. · Extensions Support for a range of extensions, from 2 to 384 that provide sophisticated voice performance for new and growing businesses. · Telephones A variety of telephones including analog, digital and IP hard and softphones (wired and wireless) that provide the appropriate desktop or device telephone for every need. · Advanced Call Routing Incoming calls are directed to the best available person or messaging service, according to the company's unique criteria. · Alternate Call Routing Ensures reliable handling of calls by selecting from analog, digital or VoIP trunks. · QSIG Networking Standards-based multi-site networking to interoperate with other PABXs (licensed feature). · Integrated H.323 and SIP Gatekeeper and Gateway for Converged Communications The IP Office acts as an IP telephony server with Quality of Service (QoS) support through DiffServ for call routing. · SIP Trunking SIP trunking to Internet Telephony Service Providers. IP Office allows users with non-SIP telephones to make and receive SIP trunk calls. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 10 Issue 27.01.0 (Thursday, September 26, 2013)
  • Data Communication Solution Features For offices with basic data networking needs, IP Office can provide a complete data communications and networking solution: · Internet Access Firewall protected leased line or dial-up connectivity via PRI, T1 or WAN port: high-speed dialed access, direct leased line connections for high usage and Web site hosting, integral security, and efficient access to information and a larger business presence via the Web. · Routing Integral Static or Dynamic (RIP I/II) routing for both Internet and Branch-to-Branch solutions. · Security NAT (Network Address Translation) and built in firewall to protect your internal network and IPSec support allows secure VPN data transmission across public IP Networks using 3DES encryption. · DHCP Automatic IP address allocation for local and remotely attached PC's and other devices, including IP telephones. · LAN Switching The IP Office 500 V2 offers 2 switched Layer 3 Ethernet ports. · LDAP Client Support For standards based directory synchronization with Avaya one-X™ Portal for IP Office. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 11 Issue 27.01.0 (Thursday, September 26, 2013)
  • Applications Platform Features IP Office provides big business benefits and enhanced productivity for small and mid-size businesses with a full complement of sophisticated applications. IP Office provides a number of free applications (e.g., Microsoft TAPI service). These applications can be upgraded to provide enhanced functionality through the purchase of license keys. The complete list of applications are: · Receptionist/Operator SoftConsole A graphical User Interface (GUI) for attendants on their PC desktop for call handling. Works with a telephone and is an easy way to learn and use sophisticated tools in a comfortable environment. · Avaya one-X™ Portal for IP Office A powerful client/server web application that allows the user to control and manage phone calls from a web browser with the standard LDAP protocol for connectivity to external directories. · Open CTI interfaces IP Office has a built in TAPI server that integrates easily with popular contact management applications such as Outlook. Sophisticated custom applications can be rapidly developed and deployed with our full software development kit. · Voicemail Callers can always be answered with a personal voicemail greeting before a message is taken and message notification set. Messages can be shared (forwarded) with colleagues and retrieved by any telephone capable of tone dialing. When used with Avaya one-X™ Portal for IP Office, the PC can be used to control message playback. · Integrated Voicemail to Email Presentation Voice messages can be copied into email messages and delivered into the email system. IP Office uses SMTP or MAPI to deliver a copy of the voice message. · Unified Messaging (UMS) The Unified Messaging Service within Preferred Edition provides a higher level of integration to synchronize both voicemail and email inboxes. · Auto-Attendant Simplify service for administrators with this easy-to-use feature with the ability to construct customized automated services allowing callers to efficiently navigate the system, and reach the right person, without the assistance of an operator. Available with Preferred Edition and with Essential Edition. · Interactive Voice Response (IVR) and Text to Speech Create automated customized systems allowing callers to interact with business information, for example, reading email, account enquiry systems, automated ordering systems, ticket purchasing systems, PIN checking, remote time sheet management, etc. Enhance these systems by using Text To Speech to read information back to callers. Available with Advanced Edition. · Queue Manager and Campaign Manager Powerful voice and IVR applications for the Contact Center that facilitate agent and traffic management for better productivity and customer service. · Customer Call Reporter (CCR) Available with Advanced Edition and combined with the built-in Automatic Call Distribution functionality of IP Office, CCR enables a small business to track and measure customer service and agent productivity levels. · CCR delivers: · Simple/Intuitive Reporting · Browser/Thin Client Architecture · Single Server Efficiency (with Preferred Edition) · Target Segment: Small Business<30 agents · Can support up to 150 agents · 30 supervisors · One administrator Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 12 Issue 27.01.0 (Thursday, September 26, 2013)
  • Management Tools Avaya IP Office is easily managed with its management options. IP Office Web Manager is a new browser-based management tool designed to simplify the installation and maintenance process by providing an intuitive and user-friendly management tool that runs on most standard browsers. The new IP Office Web Manager eliminates the need to have Windows operating system as it can run on any device that supports standard browsers. IP Office Web Manager supports the following Editions of IP Office: · Basic Edition A-Law · Basic Edition Mu-Law · Basic Edition PARTNER Mode · Basic Edition Norstar Mode (PBX, KTS) IP Office Manager is a Windows based PC software application. It can be used from the LAN, remote on the WAN, or connected via the built-in RAS using a TA or a modem to manage any IP Office edition. The System Status application is a useful diagnostic tool that provides enhanced details about equipment and resources in the IP Office system. This includes indication of alarms and details of current calls in progress for local or remote diagnostics. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 13 Issue 27.01.0 (Thursday, September 26, 2013)
  • Scaleable Platform IP 500 V2 The IP Office 500 V2 offers a modular, flexible chassis which with capacity for up to 16 analog trunks or 16 ISDN BRI trunks (32 channels) or 8 digital PRI trunks (up to 192 T1 channels or 240 E1 channels) using internal daughter cards. Up to 12 Expansion Modules may be added to provide a combination of up to 384 analog, digital or IP extensions, with additional analog trunks through external Analog 16 modules. Features include up to 148 optional voice compression channels, 2 independently switched LAN ports and built-in Embedded Voicemail. For details, see IP Office 500 Control Unit 97 . Server Edition IP Office Server Edition has been specifically designed to address up to a 1500 users on a single site and also to accommodate companies with up to a 1500 users across 32 locations. For details, see Server Edition Scalability 88 . Telephone Options IP Office supports multiple telephone solutions, giving the small and mid-size businesses maximum flexibility to choose according to their current and future needs. On IP Office for Linux this includes: · IP Telephones IP Office's integral H.323 server supports Avaya 1600 and 5600 Series IP telephones, selected Avaya 9600 Series IP telephones, Avaya T3 Series IP telephones, Avaya 3600 Series wireless VoIP telephones and the IP Office Video Softphone. Note: In this release, 96x1 Series phones are supported in lieu of 9600 Series phones. · Digital Telephones IP500 digital station 8 cards and Combination Cards plus IP Office digital station 16 or 30 Expansion Modules support the Avaya 9500, 1400 and 5400 Series of digital telephones and Avaya T3 Series telephones, plus selected 2400 and 4400 Series telephones. The TCM8 digital extension card as well as the DS16A and DS30A digital expansion modules support BCM / Norstar, T7000 Series telephones and other telephones and button modules. The DS16B and DS30B modules can operate in either mode and support the same sets as the digital station 8 or the DS16A/DS30A. · ETR Telephones IP500 V2 ETR 6 cards support the Avaya ETR telephones as used on PARTNER ACS systems (Essential Edition – PARTNER Mode only). · Analog Telephones IP500 Phone 2, Phone 8 and Combination Cards plus IP Office Phone 16 or 30 Expansion Modules support standard analog telephones, faxes and modems, with support for calling line identification and message waiting indication where these services are provided. · Wireless Telephones Avaya DECT R4 base stations can be added to support the Avaya DECT R4 3720 and 3725 telephones. The IP Office digital station interfaces support the Avaya 3810 telephone. The Avaya 3600 Series wireless VoIP telephones are also supported. With the hardware modules TCM8, DS16A, and DS30A, Nortel digital Mobility solutions are also supported. · Third Party SIP Endpoints IP Office's integrated SIP Server supports third-party SIP endpoints such as, desktop telephones, softphones and conferencing speakerphones. For a complete overview over of supported telephones please refer to the Telephones Product Description. 113 section of this Application and Feature Licensing Some IP Office applications and features require a license key. Each license key is derived from the feature being enabled combined with the serial number of the Feature Key installed with the IP Office system. IP500 and IP500 V2 systems use a mandatory Feature Key installed with every system. Licenses are supplied in two forms; time limited trial licenses and indefinite licenses. Trial licenses allow applications to run in fully functional form for 60 days (from the date of license generation), after which time they cannot be used until upgraded at cost to the full license but can be ordered at any time during the product ownership. For further details of the IP Office licenses, including Trial Licenses, refer to the Licenses Product Description IP Office 9.0 434 section. © 2013 AVAYA All rights reserved. Page 14 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 2. What's New in IP Office Release 9.0 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 15 Issue 27.01.0 (Thursday, September 26, 2013)
  • 2. What's New in IP Office Release 9.0 Branch Consolidation and Centralization IP Office R9.0 is the next release for Avaya B5800 Branch Gateway (B5800) and builds upon Avaya’s IP Office award winning product to provide a cost-effective branch solution for Enterprise customers. IP Office R9.0 integrates B5800 functionality such that it now has the ability to support the deployment of the IP Office as an Enterprise Branch. An IP Office Enterprise Branch deployment can be implemented using the IP Office 9.0 Standard Mode (Essential, Preferred, or Advanced) system. The IP Office can be installed as an independent, standalone branch, or be connected to the Avaya Aura® network and migrated to a Distributed, Centralized, or Mixed Enterprise Branch to provide specific features and applications to meet the needs of individual employees in each branch location. In addition to centralized Avaya Aura® SIP endpoints, IP Office can concurrently support other IP and TDM endpoints for a community of Centralized users and IP Office users in the same branch. Ideal for enterprises with applications deployed in customer data centers or in the branch itself, an IP Office branch can effectively deliver a range of communication tools without complex infrastructure and administration. The following new documents have been created for Enterprise Branch deployments of IP Office: · Solution Description for Avaya IP Office in a Branch Environment · IP Office Branch Product Offer · Reference Configuration for Avaya IP Office in a Branch Environment · Deploying IP Office as an Enterprise Branch with Avaya Aura® Session Manager · Deploying IP Office as a Distributed Enterprise Branch in a Communication Server 1000 Environment with Avaya Aura® Session Manager · Administering Centralized Users for an IP Office Enterprise Branch · Migrating an IP Office or B5800 Branch Gateway to an IP Office Enterprise Branch Unified Communication Collaboration Mobile VoIP client (one-X Mobile Preferred) The mobility client has been enhanced to work in a Voice over IP (VoIP) mode. In the VoIP mode, the mobility client can make calls over Wi-Fi/3G/4G data networks. The mobility client, using its underlying SIP stack, will register with the IP Office over the data network and then can function as an office extension on the mobile device. The mobile user can use the mobility client to perform all telephony features. Users in countries where incoming calls are charged will see a significant cost savings in the VoIP mode especially when on Wi-Fi networks. The availability of both Call-back and VoIP modes on the mobility client will enable users to toggle between the modes based on their network connections. This will empower end-users to make a choice of the appropriate mode based on their voice/data plan as well as availability and quality of the data connection (WiFi/3G/4G). Flare Experience for IP Office Avaya Flare® Experience is Avaya’s next generation user interface that establishes a high performance collaboration environment on iPad and Windows. IP Office Release 8.1 delivered Flare Experience for IP Office with point-to-point audio, video and IM features. With Release 9.0, Flare Experience delivers multi-party audio conferencing features that help customers improve their productivity as well as collaborate quickly. Instant Message and Presence enhancements Release 9.0 introduces support for XMPP groups, which provides the ability to aggregate users into logical groups. XMPP groups help both IP Office administrators and the end users in the following ways: · Better scaling and reduced network traffic. · Group communications (for example, group chat). · Reduces the roster-size and provides ease of directory navigation. One-X Portal and Desktop Integration enhancements IP Office Release 8.0, introduced Desktop Integration such as the Avaya IP Office Plug-in for Microsoft Outlook and the Avaya IP Office Plug-in for Salesforce.com. Release 9.0 significantly enhances the Avaya IP Office Plugin for Microsoft Outlook, filling in critical gaps that will help users increase their productivity. The Avaya IP Office Plugin for Microsoft is enhanced with the following features: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 16 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Instant Messaging support · Enhanced directory · Click-to-dial from email body · Selecting one-X Portal User Profile (Office/ Home/ Mobile) · Specifying Dialing Rules · Secure communication (HTTPS) with one-X Portal server · Supported on Citrix platform · Support for Windows 8 · Support for Microsoft Outlook 2013 Avaya SBCE support for IP Office soft-clients The Avaya Session Border Controller for Enterprise (ASBCE) Release 6.2 introduced support for SIP trunks on IP Office R8.1. In IP Office R9.0, this support is expanded to IP Office Remote Workers for a selection of softclients when used in conjunction with the ASBCE Release 6.2 FP1. The following IP Office soft-clients (SIP end points) are supported with ASBCE 6.2 Feature Pack 1: · Flare Experience iPad · Flare Experience Windows · One-X Mobile Preferred for Android · One-X Mobile Preferred for iOS Server Edition IP Office release 9.0 features the following enhancements for Server Edition. Scalability Several areas have been enhanced in scaling for Server Edition deployments. For details, see IP Office Scalability 88 . Resiliency Enhancements The following resiliency enhancements have been made in release 9.0. Media Connection Preservation Server Edition can now preserve the RTP stream of active calls during network or call server outages where possible; the calls do not get re-routed. PSTN fall back Allows Server Edition to route calls over PSTN when VoIP trunks fail or busy. It provides a mechanism to route H.323/SCN trunk calls via PSTN on busy or out of service by creating an ARS entry. Local Failover for Hunt Groups Helps maintain hunt group processing for all local users until the connection is re-established. Also, local hunt group processing will not persist over restarts. Primary Server Failover Controls A new DSS button and SSA feature indicates the failure status as seen from the Secondary Server. Pressing the button forces voicemail and hunt group processing to the Secondary Server. VM Pro Licensing Changes for Resiliency support It is no longer a requirement to have a second set of Voicemail Pro ports on the Secondary Server in order to support Voicemail resiliency. The system now supports voicemail resiliency the same as any other centralized license. The same 15 day limit shall be extended for this license as well. All Voicemail Pro port bundle license are supported. Security Enhancements Single Sign-On The Single Sign On (SSO) feature is extended to Voicemail Pro, one-X Portal and Web Management. To achieve this, new Server Edition installs and activates referred authentication. This feature refers all login requests to the local IP Office, using its security settings. Web Manager for Server Edition ensures the same user accounts are on all systems, including the Application Server. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 17 Issue 27.01.0 (Thursday, September 26, 2013)
  • Username and Password Username and password support to login to the various IP Office clients (Softphone, one-X Portal, one-X Mobile, Flare, etc.). A system-wide user password policy can be applied, and the ability for a user to manage their password. Users can change their password from one-X Portal. SIP – TLS Secure SIP is supported for trunks and extensions. Identify Certificates Server Edition extends the capability to securely distribute the IP Office identity certificate. You can now have a single certificate for the Server Edition supported on the Linux server. TLS/SRTP for Remote Clients via Avaya SBCE Release 9.0 provides support for the Avaya Session Border Controller for Enterprise (SBCE). This appliance allows remote user endpoints to register with the IP Office via the back-to-back user agent of the SBCE. This allows for the following clients to utilize SRTP for encryption of the data stream and TLS to support call control and signalling. · Flare Experience iPad · Flare Experience Windows · One-X Mobile Preferred for Android · One-X Mobile Preferred for iOS Music on Hold Music on Hold now supports alternate music sources on Primary Server, Secondary Server and Linux expansion systems. Server sources include locally stored single WAV file (default) and a local directory of WAV files (playlist). Server Edition also supports local input via a USB audio sound device and supports centralized delivery to all nodes from Primary Server, with ability of any node to selectively opt out of centrally delivered music on hold in favour of locally defined music. When in resilient mode, Secondary Servers and Linux expansion servers revert to a default tone as the music on hold source. Soft-Console Enhancements for Server Edition The Soft Console can now be attached to any server, not just the Primary Server. This means that the licensing of Soft Console is no longer centralized and is now node-based. The following features are supported. · Remote park slots. · Remote hunt group monitor and pickup longest waiting. · Remote park-for busy extension. · Configuration of forwarding, DND for remote users. · Set Remote hunt groups In/Out of service. · Call Tagging. Linux Contact Store Support A Linux based version of the Contact Store application has been added to the Server Edition platform. The functionality of this application is unchanged from the user perspective. The software is delivered as a Linux RPM file in the regular IP Office Service Edition image and also is included in the ISO file for the Linux version of the IP Office Application Server. The name has been changed to Avaya Contact Recorder for IP Office (ACRIPO). This name change is reflected in the management screens and documentation. Contact Recorder for IP Office runs on an application server separate from the Server Edition Primary and/or Secondary servers that host the Voicemail Pro application. Contact Recorder for IP Office Server Edition should not be installed when loading a Primary or Secondary server. Multi-site Telephony Features The following telephony features are now supported across multi-node IP Office deployments. · Network-wide Park/Unpark slots (and park/page) · Network-wide Follow me · Remote Relay on/off · Remote hunt group night service USB Install for Linux This new capability provides an alternative to DVDs for installing and upgrading IPO for Linux systems. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 18 Issue 27.01.0 (Thursday, September 26, 2013)
  • Installation of Server Edition on a virtual machine IP Office release 9.0 introduces a virtualized version of IP Office. This software allows IP Office to co-reside on customer provided hardware and VMware software alongside other customer applications instead of needing dedicated hardware. This provides customers with a means of better utilizing their computing resources, as well as adding flexibility in how they manage their hardware environment and applications. The key values of virtualization are: · IP Office can co-exist on customer provided server hardware and VMware software with other Avaya or 3rd party applications. · Efficient use of hardware resources. · Optimized data center footprint requiring less power and less cooling. · Lower total cost of ownership and higher flexibility Web Manager for Server Edition and Standard Mode Release 9.0 introduces a new web based management tool for Server Edition and Standard Mode. Web Manager for Server Edition Web Manager for Server Edition is a consolidated management platform for Server Edition mulit-node deployements. The Web Control server management portal has been enhanced and integrated into Web Manager. Web Manager for Server Edition features the following capabilities. · Simplified Linux distribution, server and ignition options. · Single URL management; no need to point to different servers. · Single, one-time log-in for IP Office management including VM Pro and One-X Portal. · Simplified task flow, intuitive menu structure and enhanced graphical design. · Solution wide back-up, restore, upgrades and user management. · User management for User configuration, moves, adds and changes, import/export. Web Manager for Standard Mode Web Manager for Standard Mode features the following capabilities. · User configuration. · Moves, adds and changes. · Import and export. SIP Trunks IP Office 9.0 includes several new SIP trunk capabilities, designed to simplify and address a wider set of implementation scenarios. Direct Media on IP Office 500v2 Platform Direct media allows all IP endpoints to send RTP directly to each other rather than having all media flowing through the IP Office. This reduces network and VCM utilization for more optimized implementations. SIP Trunks Alarm Enhancements This enhancement enables IP Office to generate an SNMP Trap when there are no free channels available to handle a call on a SIP Trunk. It allows external applications to monitor the performance of an IP Office, and determine whether it is sufficiently provisioned Fax Enhancements for Super G3 IP Office R9.0 enables SIP Trunks to detect tones generated by Super G3 fax machines and configure the DSP channel with the appropriate codec and ECAN settings. This is applicable for Service Providers that support higher data rate fax machines. Fax enhancements for Super G3 are only available on the IP Office 500 and 500v2, not on the Linux servers. SIP Response Mapping to ISDN (Q.850) Cause Values For SIP calls this feature sends and receives Reason headers with Q850 content. This header is included in specific SIP response messages as specified in RFC3398. The Q850 content includes an ISDN cause value and text. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 19 Issue 27.01.0 (Thursday, September 26, 2013)
  • RFC2833 Default Payload Configuration Option It is now possible to configure the default RFC2833 payload to be used when initiating SIP calls. The enhancement addresses the situation where some devices and networks cannot negotiate the dynamic payload type for RFC2833, and insist on a value different from the IP Office default of 101. Session Refresh Enhancements IP Office will now have the ability to initiate the use of SIP Session Timers on SIP/SM Trunks, whether the other end , supports it or not. SIP Calls between IP Office endpoints can now make use of this mechanism to detect the loss of SIP sessions caused by failure in the network path or remote endpoint, freeing up resources appropriately. Enhancements supported on the France2 locale Direct Early Media Support plus UPDATE with SDP Early Media includes audio (e.g. ring back, remote tones or announcements) heard before the far end answers. Early Media is considered to be Direct when the media is sent directly from one IP endpoint to the other rather than being anchored by the IP Office. In some call scenarios (e.g. blind transfer) a SIP UPDATE must be sent to the far end to inform it of a new destination for the media stream. Using Direct Early Media can reduce network bandwidth consumption and VCM utilization on the IP Office network. P-Early-Media Header for Remote/Local Progress Tones The P-Early-Media Header is used by some SIP trunk providers when there may be multiple early media sources. SIP calls may be forked, resulting in multiple early sessions to be established, but it is not clear to the originating party which session should take precedence. This feature allows the network to indicate which early media to play to the caller. SIP Trunks Empty INVITE support IP Office can now allow incoming SIP trunk calls to the IP Office without SDP in the INVITE. These (slow starts) were formerly rejected with a 503 Service Unavailable response. The Offer/Answer model allows for an INVITE with no SDP, but then the OFFER must present in the 200 OK, and the answer is then provided in the ACK. The Offer/Answer model allows for an INVITE with no SDP, but then the OFFER must present in the 200 OK, and the answer is then provided in the ACK. Automated On-Boarding and SSL VPN Enhancements IP Office R8.1included the successful introduction of the new IP Office Support Services maintenance offer. To support the offer, automated on-boarding and SSL VPN functionality was introduced in release 8.1. IP Office release 9.0 builds upon the initial introduction by expanding the IP Office elements that can use the automated on-boarding and SSL VPN connection, providing release over release updates to the inventory file to represent new hardware elements and additional material codes required to support the evolution of the IPOSS offering. Key enhancements include: · SSL VPN manual configuration for Basic Edition through Web Manager so as to facilitate the use of SSL VPN by Business Partners who are establishing their own SSL VPN infrastructure. In R8.1 manually configuring SSL VPN was limited to using IP Office Manager and therefore one could not configure SSL VPN tunnels to systems running Basic Edition. · SSL/VPN Automated On-Boarding for the external Linux applications server used with IP Office. In release 8.1 these servers required manual registration which added an extra step when completing the processes associated with establishing an IPOSS contract. · Expanded use of the Network Address and Port Translation (NAPT) feature, introduced in release 8.1 FP1, to work with the Linux servers thereby completing the solution coverage. With NAPT support, the SSL VPN tunnel can be enabled to remotely access LAN devices on the private side of the IP500 v2 or the Linux servers. An SSL VPN tunnel configured to the IP Office can now be used to remotely manage devices such as the IP Office Unified Communication Module (UCM), the IP Office external UC applications server running Preferred Edition or Advanced Edition, the Avaya Session Border Controller for Enterprise (ASBCE) and other LAN devices. · Updates to the automated the inventory file created as part of the Automated On-Boarding to include new hardware material codes introduced in this release. This ensures the most accurate installed base information can be extracted from the IP Office. Phone and Hardware Enhancements 96x1 H.323 Release 6.3 Phone Firmware IP Office Release 9.0 packages the 96x1 H.323 Release 6.3 phone firmware. The following functionality is supported with IP Office. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 20 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Direct Media Call Preservation. Maintain an existing Direct Media Call even when the connection to the Call Server has been lost. · Virtual Private Network (VPN). Supports secure telephony when used with a VPN enable router. · Turkish and Polish User Interface Language selection. · Automatic SBM24 Button module detection and support. · Both BM12 and SBM24 button modules are now supported with IP Office easing the upgrade path for customers with 9600 and SBM24 hardware. 96X1 VPN Support VPN Client of 96x1 phones is now supported with IP Office R9.0, including the 9608, 9611, 9621, 9641 models. ATM Combination Card ATM Combination Card support for programming ALS and line appearances for all analog/POTs extensions in Basic Mode. · Simplified Manager, Web Manager and TUI allows programming ALS and Line appearance options. · Any analog extension may dial 9 against intercom dial tone to access next available line in ALS list. New Digital Station 30B and Digital Station 16B Modules Digital station modules with RJ45 interfaces (“B” version) will support Avaya IP Office phones (DS mode) or heritage Nortel digital phones (BST mode). DS or BST phones may not be mixed on a module. Modules supporting either DS or BST may be mixed on each IP Office control unit. Pricing for the new units is the same as existing DS modules. Communications Accessibility Support Avaya IP Office offers an extensive portfolio of communication solutions designed to provide equal access to communications for people with disabilities. These solutions enable a business or organization to offer a wider range of jobs to people who have disabilities, as well as to serve the needs of a wider range of customers. IP Office One-X Portal Call Assistant Accessibility The Call Assistant is enabled for accessibility in release 9.0 to work in conjunction with an IP Office telephone. This allows people with visual impairments or people who are blind to interact with the telephone through the use of built-in voice prompts, leveraging the Microsoft speech API, thereby eliminating the need for extra screen reader applications. The release 9.0 version of Call Assistant with accessibility enablement replaces the previous standalone IP Office Phone Status Application. Voluntary Accessibility Templates (VPATS) The “Voluntary Product Accessibility Template” is the form used for reporting and describing the extent to which a product does (or does not) conform to the applicable requirements in the U.S. Code of Federal Regulations 36 CFR Part 1194. Although specifically addressing 36 CFR Part 1194, these VPATS provide any customer with precise information about how the accessibility solutions available with IP Office. Specific VPATs to be available with release 9.0 include: · IP Office Solution · IP Office Branch · IP Office Voice Mail Pro · IP Office One-X Portal Call Assistant Other IP Office Software Enhancements 911 Enhancements The legacy E911 feature has been replaced with new functionality to handle the routing and notification of Emergency call based on new Location configuration objects. · Dial Emergency Call Routing: On matching a Dial Emergency short code, the system will initially try to find the best matching Locations which contains an ARS to determine which line to use. In priority order this will be: Location exactly matching Extensions location; System location. If neither locations resolve an ARS record, then the fallback is provided by line group ID and the Dial Emergency short code. · Emergency Call System Alarms: Emergency Calls is a system event that can be added into the Systems Events configuration. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 21 Issue 27.01.0 (Thursday, September 26, 2013)
  • Alarm Filtering Alarm filtering is now available based on severity to complement the current filtering by component. Avaya Video (RadVision/Scopia) IP Office R9.0 delivers the following enhancements for video. · Support for Data/Web sharing via Scopia clients when using Radvision MCU or Video Collaboration Solution for IP Office. · Support for Flare client to work as a participant in a multi-party videoconference via Radvision MCU including Video Collaboration Solution for IP Office. · Support to allow Radvision XT5000 to connect to IP Office as SIP endpoint using Avaya IP license, removing the need for 3rd party license for this device. This support includes Video Collaboration Solution for IPO. Call Admission Control Call Admission Control (CAC) allows improved management of VoIP calls to match the network bandwidth available. By controlling the number of allowed calls from and to specific locations, the quality of VoIP for a given network deployment can be more deterministic. IP Office Customer Call Reporter (CCR) The IP Office Customer Call Reporter (CCR) is a call center reporting application for use with Avaya IP Office systems focused on the SME market (not supported on Server Edition). CCR can report on both individual call center 'agents' and on the queues (hunt groups) of which those agents are members. CCR is accessed through a web browser using a name and password to login. Those login details determine whether the CCR web client runs in agent, supervisor, administrator or wallboard mode. Park and Page Enhancements IP Office release 9.0 delivers three key enhancements to IP Office Park and Page feature. · Provides a simplified option to Park and Unpark calls. This feature enables a call to be answered by reception, parked, page sent, far end dials 101 to UnPark and answer call. · Provides an option to configure auto attendant Park and Page action automation where no administrator, operator or customer action is necessary. · The park and page feature operates in a multi-system environment. All nodes distribute information about their parked and unParked labels across the network. Software In Service Date, The IP Office retains a software in service date for for warranty and support tracking that can be retrieved using a web services call. The service date is stored in the flash on the IP500 v2 system and records the date the unit was loaded with the software. System Monitor (SysMon) Enhancements There are a number of enhancements to System Monitor which further improve the diagnostic capabilities of the IP Office solution. These include: · Activating System Monitor All nodes in an IP Office R9.0 Server Edition solution can send their SysMonitor messages to the syslog server running on the Primary server. This can be activated or deactivated in Manager as required. · Configurating System Monitor Filters The syslog filter options are configured by using SysMonitor. By default only Print, Error, Resource and Licensing events are filtered. The filters / trace options in SysMonitor allow the selection of various desired filters to be sent to syslog. · Decoding Data The encoded SysMonitor syslog messages are only readable by the SysMonitor application. Open the SysMonitor application within Web Manager on the primary server and ensure that text logging is enabled (enabled by default in R9.0). Open the log files to be decoded and decoded messages are displayed. · Other System Monitor Enhancements SysMonitor logging to file is enabled by default. Log files are rolled over according to settings. Filter labels are also more descriptive with Verbose/Standard/Terse options for SIP events, media events and VoIP events. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 22 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 3. IP Office Basic Edition PARTNER® Mode Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 23 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3. IP Office Basic Edition PARTNER® Mode The IP Office Basic Edition Partner Mode continues the evolution of communications systems for small businesses. PARTNER Mode is designed to work directly out of the box without any programming or administration, allowing users to immediately make and place calls via analog trunks. PARTNER Mode provides the end user a similar desktop experience as the PARTNER ACS: e.g. 2 dedicated intercom buttons, key system functionality, Caller ID, etc. This helps minimize training requirements and provides the end user with the same comfort level they have come to expect with the PARTNER ACS system. PARTNER Mode provides enhanced features such as Visual Voice, Remote Call Forwarding, 64-party Conferencing, SIP Trunking, Full PRI/T1 and more. PARTNER Mode provides the same 2-digit extension numbering plan as PARTNER ACS (default), and now supports a 3-digit flexible numbering plan (extensions 100 – 599). PARTNER Mode supports all current and "Euro" versions of PARTNER ACS telephones, the 1400 Series digital telephones, the current 3920 and 3910 wireless products, as well as most analog devices (fax, wireless headsets, analog telephones). The original MLS Series telephones and older wireless telephones are not supported. PARTNER Mode also supports a new line of Avaya digital telephones – the 9500 Series telephones, and supports the Nortel T-Series and M-Series digital telephones. PARTNER Mode includes Embedded Voicemail; providing a 2-port Automated Attendant (upgradeable to 6ports) and voice mail coverage activated for all telephones. The Embedded Voicemail offers a variable number of hours of storage: · 2-ports = 15 hours of storage · 4-ports = 20 hours of storage · 6-ports = 25 hours of storage System Capacities PARTNER Mode supports larger telephone and trunk capacity as follows (may not be attained simultaneously): 100 Telephones: 64 Trunks: Up to 100 digital telephones (1400 Series, 9500 Series, T-series and M-Series telephones) · Up to 32 analog CO lines · 1 PRI/T1 (24 lines) · Up to 100 analog telephones · Up to 20 SIP lines · Up to 18 PARTNER ETR telephones (additional non ETR telephones can be added total to reach system capacity) · can support up to 72 trunks, but not simultaneously · IP Office Basic Edition Mu-Law When the IP500 V2 containing a IP Office Mu-Law SD card is first started, it will boot-up as "Basic Edition", which has the same look and feel as PARTNER Mode, supporting out of the box operations, two intercom buttons, key system functionality, voice mailboxes on all telephones, TUI programming support, etc. "Basic Edition" makes starting and using the system quick and easy. Users who need full IP Office Essential Edition functionality can apply the Essential edition license and the use Manager to change mode from "Basic Edition" to "Essential Edition". Once the system reboots, it re-starts as "Essential Edition." Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 24 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Programming System programming is accomplished in two ways: · Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same administration codes as the PARTNER ACS system. · Graphical User Interface (GUI) – PARTNER Mode provides a "Simplified Manager" mode in the IP Office Manager software; allowing you to program the system in less than 30 minutes. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 25 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hardware Control Unit PARTNER Mode software runs on the IP500 V2 control unit. A PARTNER Mode SD card or IP Office Mu-Law SD card is required and is installed in the rear of the control unit, providing operating software, Feature Key, Licenses and directs the system to boot up in PARTNER mode or Quick Mode. An optional SD card may be installed in the optional SD card slot, providing redundant backup and system upgrade capabilities. The front of the IP500 V2 Control Unit has 4 expansion bays, which supports the following system modules: · Combination Card – Analog Trunks (Max 2 per system) The Combination Card provides 6 digital station (DS) ports (Ports 1-6); 2 analog station ports (Ports 7-8); 4 CO Line ports (Ports 9-12) and 10 Voice Compression Channels. · ETR6 Card (Max 3 per system) The ETR6 Card provides 6 ETR (PARTNER ACS telephone) station ports (Ports 1-6); and supports (1) of the following optional trunk cards: ATM4 or PRI/T1. When an ATM4 is added, ports 7-8 become Power Failure Transfer ports, and ports 9-12 provide 4 additional CO Line Ports. Compatible only with PARTNER Mode and Mu-Law SD cards with Basic Edition, in North America market only. · DS8 Card (Max 3 per system) The DS8 Card provides eight digital station ports (Ports 1-8); and supports (1) of the following optional trunk cards: ATM4 or PRI/T1. When an ATM4 is added, ports 9-12 provide 4 additional CO Line Ports. This card supports only the 1400 and 9500 Series telephones. · TCM8 Card (Max 4 per system) The TCM8 Card provides eight digital station ports (Ports 1-8); and supports (1) of the following optional trunk cards: ATM4 or PRI/T1. When an ATM4 is added, ports 9-12 provide 4 additional CO Line Ports. This card supports only Norstar® T-Series and M-Series telephones. · Phone 2 (Max 4 per system) The Phone 2 module provides two additional analog station ports and supports one of the following optional trunk cards: ATM4 or PRI/T1. · Phone 8 (Max 4 per system) The Phone 8 module provides eight additional analog station ports and supports one of the following optional trunk cards: ATM4 or PRI/T1. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 26 Issue 27.01.0 (Thursday, September 26, 2013)
  • Expansion Modules PARTNER Mode supports following expansion modules: · DS16 – provides additional 16 digital station ports (9500, 1400 and 5400 Series of digital telephones and Avaya T3 Series telephones, plus selected 2400 and 4400 Series telephones.) · DS16A – provides additional 16 digital station ports (Norstar T-Series and M-Series telephones only) · DS16B - provides additional 16 digital station ports (This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A/DS30A.) · ATM16 (limit 1 per system) – provides additional 16 analog CO lines · Phone 16 – provides additional 16 analog stations · Phone 30 – provides additional 30 analog stations · DS30 – provides additional 30 digital station ports (1400 and 9500 Series telephones only) · DS30A – provides additional 30 digital station ports (Norstar T-Series and M-Series telephones only) · DS30B - provides additional 30 digital station ports (This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A/DS30A.) Trunk Cards PARTNER Mode supports the following trunk cards, which are mounted on any ETR6, DS8, TCM8, Phone 2 or Phone 8 base card: · ATM4 – provides four analog CO line ports. Supports Caller ID · PRI/T1 – supports full PRI or T1. Limit 1 PRI/T1 card per system Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 27 Issue 27.01.0 (Thursday, September 26, 2013)
  • Telephones PARTNER Mode supports the following telephones: · 1400 Series digital telephones 28 · 9500 Series digital telephones 29 · Norstar T-Series and M-Series digital telephones · PARTNER ACS telephones · PARTNER ACS "Euro" telephones · Wireless telephones · Analog "POTS" telephones 30 31 32 33 34 1400 Series telephones The following 1400 Series telephones are supported. · 1416 Display Telephones · 1408 Display Telephones · 1403 Display Telephone · DBM32 Button Module Programmable Buttons As well as the usual dialing keys, Avaya 1400 digital telephones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the TUI or Simplified Manager as part of the system configuration. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 28 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9500 Series telephones The following 9500 Series telephones are supported. · 9504 Display Telephone · 9508 Display Telephone · BM12 Button Module 9504 9508 BM12 Programmable Buttons The Avaya 9500 Series telephones are "paper label free," providing programmable labels in the display. The 9504 has four buttons (with Red & Green LED’s) and has two "pages" providing a total of 12 programmable buttons. The 9508 has eight buttons (with Red and Green LED’s) and has two "pages" providing a total of 24 programmable buttons. As well as the usual dialing keys, Avaya 9500 digital telephones have dedicated function buttons like Mute, Volume, Speaker, Headset, Call Logs and Contacts. In addition to these, there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the TUI or Simplified Manager as part of the system configuration. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 29 Issue 27.01.0 (Thursday, September 26, 2013)
  • Norstar T-Series and M-Series telephones The following Norstar telephones are supported on PARTNER Mode: · T-Series Telephones: T7316E, T7208, T7100, T7000 and the T24KIM (not shown) · M-Series Telephones: M7324, M7310 and the CAP/KLM Button Module Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 30 Issue 27.01.0 (Thursday, September 26, 2013)
  • PARTNER ACS telephones The following PARTNER ACS telephones are supported on PARTNER Mode: · 6 Button Display Telephone* · 18 Button Display Telephone* · 34 Button Display Telephone (up to 4 per system, 2 per ETR card)* * = Supported, but no longer sold new Not Supported: · Call Assist-48 (CA-48) Adjunct Default Button Features: When connected to PARTNER Mode, the top row of buttons on the 18D and 34D telephones come preprogrammed with the following features: · Last Number · Conference Drop · Voicemail Access · Recall Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 31 Issue 27.01.0 (Thursday, September 26, 2013)
  • PARTNER ACS "Euro" telephones The following PARTNER ACS “Euro” telephones are supported on PARTNER Mode: · 6 Button non-Display Telephone · 18 Button non-Display Telephone · 18 Button Display Telephone · 34 Button Display Telephone (up to 4 per system) Not supported: · Call Assist-24 (CA-24) Adjunct Default Button Features: When connected to the PARTNER Mode, the top row of buttons on the 18D and 34D telephones come preprogrammed with the following features: · Last Number · Conference Drop · Voicemail Access · Recall Note: PARTNER ACS telephones are only available in the North America region, and work only with PARTNER Mode and Mu-Law SD cards running in Basic Edition. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 32 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wireless telephones 3920 Wireless T7406E Wireless Digital Mobility 7400 Wireless Note 1: The 3910 Wireless telephone is discontinued, but it is still supported. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 33 Issue 27.01.0 (Thursday, September 26, 2013)
  • Note 2: PARTNER ACS telephones are only available in the North America region, and work only with PARTNER Mode and Mu-Law SD cards running in Basic Edition. Analog "POTS" telephones The system supports a wide variety of industry standard analog telephones and devices, for example: fax machines, credit card readers; wireless headsets, cordless telephones. Analog devices are connected to the system: · To one of the analog ports on the Combination Card · Via a Phone 2 or Phone 8 Module · To an ETR station port (directly or bridged with a PARTNER ETR telephone) The major features work the same, regardless how they are connected: e.g. Hold, Conference, Transfer, Call Waiting, Message Waiting, Incoming Caller ID. Analog telephones have access to all dial-code features familiar to PARTNER users: e.g. Call pickup, Line pickup, Call Forwarding activation/deactivation, etc. Analog telephones connected to a phone module or Combination Card default to intercom dial tone. To place an outgoing call, the user will dial 9. Analog telephones connected to an ETR module follows programmed Automatic Line Selection. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 34 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Administration The PARTNER Mode and IP Office Basic Edition Mu-Law can be programmed in the following ways: · Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same administration codes 37 as the PARTNER ACS system. Button Programming Features use the same codes as the PARTNER ACS system. TUI programming is an alternate way to do System Administration and Programming on the PARTNER Mode. It is based on the PARTNER ACS TUI, but with improvements. Using TUI System Administration on ETR, 1400 Series, 9500 Series and Norstar sets, the buttons under the display become soft-keys which are used to navigate and change the administration items. There are also shortcut codes which enable the administrator to jump to particular administration items. Centralized Programming is similar to System Administration, but it is used to administer buttons and other options for any phone in the system. Individual Programming continues to be supported, allowing the phone user to program buttons on their sets. · Graphical User Interface (GUI) – PARTNER Mode can be administered using the IP Office Web Manager. IP Office Web Manager is a new browser-based management tool designed to simplify the installation and maintenance process by providing an intuitive and user-friendly management tool that runs on most standard browsers. The new IP Office Web Manager eliminates the need to have windows operating system as it can run on any device that supports standard browsers. Web Manager main screen For off line configuration, Upgrades, back-up and restore it is recommended that Manager continues to be used. "Simplified Manager" is a PC GUI application inherent to the IP Office Manager application. Although system administration can be completed via either the TUI or GUI method; some advanced features such as SIP and PRI/E1 administration require the Manager application. When you execute Manager, the program searches for any IP500 V2 units running PARTNER Mode on your network and will automatically connect using the default login and password. You are then presented with a "Simplified Manager" Screen: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 35 Issue 27.01.0 (Thursday, September 26, 2013)
  • By using the system hyperlinks, you are able to quickly and easily administer the PARTNER Mode system in a short time. Further details can be found in the IP Office Norstar PARTNER Manager documentation guide posted on the Avaya Support website. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 36 Issue 27.01.0 (Thursday, September 26, 2013)
  • Application Programming Interface (TAPI) Application Programming Interface (TAPI) allows new and existing server-based applications from Avaya’s Developer Connection (DevConnect) program to work with and enhance the operation of the system. The current requirement is to support a screen pop type application called “Pickup IP” which is also supported on IP Office. The TAPI API only supports 1st Party TAPI applications. System Programming Procedures Code Feature Code Feature #101 System Date #321 VMS Cover Rings #103 System Time #322 Remote Call Forwarding #104 Number of Lines #323 Personalized Station Ringing #105 Transfer Return Rings #399 Copy Settings #107 Recall Timer Duration #401 Outgoing Call Restriction #109 Outside Conference Denial #402 Toll Call Prefix #119 Ring on Transfer #403 System Password #123 Backup Programming—Automatic #405 Disallowed List Assignments #124 Backup Programming—Manual #406 Emergency Phone Number List #125 Restore Programming #407 Allowed Phone Number Lists #126 Automatic Daylight/Standard Times #408 Allowed List Assignments #127 Hold Reminder Tone #409 Forced Account Code List #128 Network Time Synchronization #501 Pickup Group Extensions #203 Hold Disconnect Time #502 Calling Group Extensions #205 Direct Extension Dial Lines #503 Night Service Button #206 Group Call Distribution #504 Night Service Group Extensions #208 Line Coverage Extension #505 Hunt Group Extensions #301 Line Assignment #506 VMS Hunt Delay #303 Display Language #507 VMS Hunt Schedule #304 Automatic Extension Privacy #601 Fax Machine Extensions #305 Abbreviated Ringing #602 Music-On-Hold #306 Transfer Return Extension #603 Hotline #307 Forced Account Code Entry #604 Doorphone Extension 1 #308 Distinctive Ring #605 Doorphone Extension 2 #309 Intercom Dial Tone #606 Doorphone Alert Extensions #310 Automatic VMS Cover #610 SMDR Output Format #311 External Hotline #612 Contact Closure Group #316 Call Waiting #613 Contact Closure Operation Type #317 Caller ID Log Answered Calls #617 Loudspeaker Paging Line #318 Caller ID Call Log Line Association #728 System Reset—Programming Saved #320 Call Coverage Rings #730 Remote Administration Password Centralized Telephone Programming Extensions 10 and 11 can program other extensions on the system from their telephones. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 37 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Features The system provides the majority of the feature set that is ideal for businesses. A listing of the built-in features is detailed below. Feature descriptions can be found on the following pages. TUI Feature Programming Codes (if applicable) are also provided. 911 Emergency Dialing Direct Line Pickup Features PBX Mode Abbreviated Ringing Display Personal Line Termination Absent Text Display Language Personalized Station Ringing Absent Text Message Inspect Display SD Card Feature Key ID POT Support Account Codes Display System IP Address Privacy Allowed/Disallowed Lists Display System Release Recall Application Programming Interface (TAPI) Distinctive / Differentiated Ring Redialing Features Attendant/Operator Positions Do Not Disturb (Send All Calls) Remote Call Forwarding / Mobile Twinning Auto Attendants - Emergency Greeting Do Not Disturb Override Remote Access to Modem Auto Attendants - Multiple Doorphones (max of 2) Ringing Line Preference Automatic Callback Emergency Phone Number List Ring on Transfer Automatic Daylight Savings Time External Hotline SD Card Startup / Shut Down via TUI Automatic Extension Privacy Extension Hunt Groups SMDR Auto Dialing Extension Name Display Speed Dial Features Automatic Line Selection Fax Machine Extensions Station Lock/Unlock Automatic VMS Coverage Feature Button Sub-Menus (see Auto Attendants) Backup Failure Alarm Flexible Dial Plan System Password Backup Programming Automatic Group Calling – Ring/Page System Groups Backup Programming Manual Group Hunting – Ring/Voice Signal Transfer / Transfer Return Bridging (Joining Calls) Group Pickup Transfer Return to Programmable Extension Call Coverage Hold Unique Line Ringing with Override Call Forwarding - Internal Hold Release on Abandon VMS Cover Button Call Log (Digital Sets only) Hold Reminder Tone VMS Cover Ring Interval Call Logs (ETR sets) Hot Dial VMS Hunt Delay Call Pickup Hotline VMS Hunt Schedule Call Timer Idle Intercom Timeout Voicemail Call Timer Continuity Intercom Manual Dial Bypass Greeting Call Waiting Intercom Dial Tone Change Message Status to New Caller ID Features Line Coverage Extension Choice of Language Cell Phone Connect Line Ringing Options End of Recording Options Centralized Telephone Programming Message Alert Notification Outcalling Notification CO Disconnect Time Music On Hold Conference Drop Network Time Synchronization Voicemail to E-mail Contact Closure Support Night Service Voice Mailbox Transfer – Direct Copy Settings On Hook Dialing Voice Messaging Direct Inward Dialing (DID) One Touch Transfer Visual Messaging DID to Auto Attendant Paging Features Wake-up Service Product Description IP Office 9.0 Phantom Mailboxes © 2013 AVAYA All rights reserved. Page 38 Issue 27.01.0 (Thursday, September 26, 2013)
  • 911 Emergency Dialing 911 Emergency Dialing can be made from any extension, regardless of any restrictions. Abbreviated Ringing This feature activates or deactivates Abbreviated Ringing at the system telephone at a specific extension. When you are on a call and Abbreviated Ringing is Active, any incoming call rings only once. The green light next to the line button flashes until the call is answered or the caller hangs up (or for a transferred call, until the call returns to the transfer return extension). This feature prevents incoming calls from distracting you when you are busy on another call. To allow calls to ring repeatedly, set Abbreviated Ringing to Not Active. Absent Text Messaging This feature allows you to post a message (such as "Do Not Disturb" or "Away from desk") on the display of your PARTNER ETR or digital system telephones. When another extension calls your extension, your active Absent Text Message appears on the caller’s display. The system provides 15 pre-defined messages, plus 2 that may be customized by each user. Pre-defined messages include: Back Soon Back Tomorrow Do Not Disturb On Vacation Out to Lunch At Home Away from Desk Be Right Back Please Call On Holiday until Meeting until Don’t disturb until With visitors until With cust. til At lunch until Absent Text Message Inspect The Inspect feature is a soft-key option, and allows you to remotely inspect the active Absent Text Message at another user’s extension. Pressing the Absent Text Message button will provide you with an INSP option in the display. Press the button associated with the Inspect option and you are prompted to dial the extension number or press the Auto Intercom button you wish to view. When you do, the active message for that user is displayed. Account Code Entry Account Code Entry (ACE) is used to enter an account code (up to 15 digits) for an incoming or outgoing call currently being handled. The Account code is printed in the SMDR record for the call for the customer to use for cost tracking purposes. There are two different ways the feature can be used: · Voluntary — Account Code Entry is optional. · Forced – Account Code Entry is mandatory before dialing on an idle CO facility. Forced account codes are validated against a list of pre-defined account codes which is created via the Manager application. Allowed Lists / Disallowed Lists Allowed Lists Use this feature to specify telephone numbers that users can dial regardless of other dialing restrictions, as long as they have access to an outside line. For example, if you restrict an entire category of calls through Disallowed Phone Number Lists (#404), you can permit calls to a specific number in that category by placing that number on an Allowed Phone Number List. The System Administrator can create up to eight Allowed Phone Number Lists of up to 10 telephone numbers each. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 39 Issue 27.01.0 (Thursday, September 26, 2013)
  • Disallowed Lists allow you to specify telephone numbers that users cannot dial. For example, you may want to prevent calls to a specific telephone number or to categories of numbers, such as international numbers. The System Administrator can create up to eight Disallowed Phone Number Lists of up to 10 telephone numbers each. Allowed and Disallowed Phone Numbers can be up to 12 digits long and may include 0–9, #, *, and ‘hold’ (a wildcard character, displayed as “!”). Attendant Positions Extension 10 and Extension 11 serve as system attendant positions. TUI System Administration can only be done at these extensions. Night Service and Unlock capabilities can only be initialized from Extension 10. When a user dials 0, Extension 10 will ring. Auto Attendants (Multiple) / Sub-Menus / Emergency Greeting The system supports up to 9 Automated Attendants / Sub-menus. A sub-menu is the same group of selector codes as is used in an Auto Attendant. Each Auto Attendant has its own greeting (Morning / Afternoon / Evening), its own language (English / French / Spanish), its own set of selector codes (based on its time profile), and separate VMS Hunt and Delay Schedules. Each Auto Attendant supports its own Emergency Greeting announcement, which can be remotely recorded and activated, and plays before the Auto Attendant Greeting. Each Auto Attendant can be accessed by dialing the appropriate Auto Attendant dial codes (to record greetings, menu prompts, etc.). Auto Dialing Enables a user to dial outside numbers, extension numbers, feature codes or account codes with a single touch by pressing a programmed button. Three types of auto dial are supported: · Auto Dial – Outside · Auto Dial – ICM (internal extension) · Auto Dial – ICM Page (voice signaling) Automatic Callback When calling an extension that is busy, press the Auto Callback softkey and the system will call you when the extension becomes free. Automatic Daylight Savings Time This feature automatically updates the system clock for annual Daylight Savings Time and Standard Time changes. Turn this feature off if you live in an area without daylight savings time. Automatic Extension Privacy Prevents other extensions with access to the same line from joining a call. Use this feature for extensions connected to a modem, fax, or any device whose function can be disrupted by someone trying to join it. Automatic Line Selection Specifies the order in which the system selects an available line (intercom or outside) when a user at the extension lifts the handset or presses SPEAKER to make a call without first selecting a specific line button. For extensions with analog telephones, set Automatic Line Selection to intercom first. This enables analog telephones to access system features, including intercom calling. When users lift the handsets on analog telephones, they hear intercom dial tone. To access an outside line, they must dial 9. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 40 Issue 27.01.0 (Thursday, September 26, 2013)
  • Automatic Voicemail Coverage Use this feature to program a button to turn VMS Cover on and off, routing unanswered intercom and transferred calls for a users’ extension to the Call Answer Service of the voice messaging system after the specified number of rings (factory setting is three rings). Backup Failure Alarm When an Automatic Backup fails, a ‘Backup Failed’ message is displayed on Extension 10 and 11. Backup Programming - Automatic The system does a nightly backup to the system SD card. No manual intervention or external PC is required. Backup Programming - Manual The administrator may do a manual system programming backup to the system SD card via the TUI. Bridging (Joining Calls) A user can bridge (join) on any active call by pressing the associated CO line button (assuming Privacy is not active on the originating extension.) When a call is bridged, the red and green LED’s will alternate on all telephones which are bridged on the call. Call Coverage This feature is used to redirect all Intercom, Transferred, DID and outside calls from a user’s extension to another extension. When Call Coverage is activated, covered calls are routed to the covering extension after a specified number of rings. Call Forwarding - Internal The Call Forwarding provides a means of redirecting Intercom (ICOM), CO, and Transfer calls from one extension to another specified extension. Call Log - Digital Sets Call Log is a fixed button on digital telephones and provides a visual record of calls made and received, including unanswered calls. Details are store for both users (maximum 30 entries) and hunt groups (maximum 10 entries). The method of operation varies according to the phone type but in all cases the call records can be used for return calls. Call Logs - ETR sets Use this feature to program extensions to log answered Caller ID calls so that calls answered at an individual extension can be viewed in the Caller ID Call Log. Once the feature is activated for an extension, when a user activates the Caller ID Call Logging and Dialing (F23), all Caller ID calls that are answered by that extension are logged. Up to 3 extensions can be designated to log all calls, both answered and unanswered, regardless of where they terminated in the system. Call Pickup This feature is used to answer any intercom, transferred or outside call ringing at another specified extension. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 41 Issue 27.01.0 (Thursday, September 26, 2013)
  • Call Timer Display Displays the duration of a call from the time it was answered. Call Waiting Call waiting applies to analog, single line telephones, and applies to the following types of calls: · Intercom calls · Transferred calls · Forwarded calls · Covered calls · Outside calls (if the extension has a line appearance of the line) · Voice Signaled calls Caller ID Features The following Caller ID features are supported: · Caller ID Inspect (FEATURE 17) Allows you to view Caller ID information for a second call, without disconnecting the current call or putting it on hold. Use this feature to inspect ringing, active, or held calls. · Caller ID Name Display (FEATURE 16) When an incoming call is ringing at a display telephone, both the name and number appear on the user’s display. The Number is displayed on the top line, and the Name on the 2nd line. In some cases users may wish to see the Caller ID Name on the top line and the Caller ID Number on the 2nd line. This feature provides this capability. CO Disconnect Time Use this feature to change the hold disconnect time for an outside line. Different telephone companies use different length signals. The length of the signal is called the CO or Hold Disconnect time. If you place a call on hold and the caller hangs up, but the call does not disconnect within a minute after the caller. Conference Drop On 1400 and 9500 digital telephones, you may choose which specific party you want to drop from a conference call. On ETR and analog telephones, the last party added to the conference call is automatically dropped. Conferencing The system supports up to 64-party conferencing. A maximum of 2 analog lines can be in any conference call. Conference calls may consist of combinations of analog lines, digital lines (PRI/T1, SIP), analog telephones, ETR telephones or digital telephones. Contact Closure Support for 2 Devices The IP500 V2 Control Unit has a Contact Closure control jack on the back panel. This is a 3.5 mm stereo jack that can drive two external adjunct relays. This feature allows users at eligible extensions to control an external adjunct by entering feature codes at their system or standard telephone. The port can control a variety of devices, the most common being door strikes, night bells, lighting, or voice recording systems. Copy Settings This feature allows a System Administrator to copy extension-specific programming from one extension to another. When the Extension Copy operation is performed, the destination extension will have the same properties as the originating extension. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 42 Issue 27.01.0 (Thursday, September 26, 2013)
  • Extension Copy can only be performed from an Attendant Extension in System Programming Mode or from the Windows Manager PC application. Dial Code Features · ‘F’ represents the FEATURE button. · ‘I’ represents the INTERCOM button. · ‘XX’ represents a system extension number. · ‘PP’ represents a Personal Speed Dial code. · ‘G’ represents a single-digit group number. · ‘LL’ represents a system line number. Feature Partner Mode Code Norstar/BCM Code Do Not Disturb F01 F85 Do Not Disturb Cancel F01 F#85 Recall F03 F71 Save Number Redial F04 F67 Last Number Redial F05 F5 Conference Drop F06 F934 (new) Privacy F07 F83 Call Forward F11 F4 Call Forward Cancel F11 F#4 Account Code Entry F12 F900 Voice Mailbox Transfer F14 F986 VMS Cover F15 F984 Caller ID Name Display F16 F933 (new) Caller ID Inspect F17 F811 Call Coverage F20 F932 (new) Station Lock F21 F936 (new) Station Unlock F22 F937 (new) Caller ID Log F23 F812 Hot Dial F26 F935 (new) Message Alert Notification F27 F938 (new) Absent Message F28 F931 (new) Contact Closure 1 F41 F9*41 Contact Closure 2 F42 F9*42 System Release F590 F9*80 System IP Address F591 F9*81 SD Card Serial Number F592 F9*82 System Speed Dial F6XX (00-99) F06XX (00-99) Personal Speed Dial FXX (80-99) F*4XX (80-99) DND Override Numbers F7XX (00-19) F07XX (00-19) Call Transfer Fixed Button F70 Voice Announce to Extension I* + XX F66 + XX (new) Call Park to own Extension Transfer + XX F74 (new) Direct Inward Dialing (DID) Use this feature to have Direct Inward Dialing (DID) numbers on a PRI / T1 or SIP line routed automatically to a specific extension, hunt group, or calling group. When a Direct Inward Dialing (DID) call arrives, the system "collects" the digits from the T1 service provider (that is, the number that was dialed) and matches the number to a DID Mapping Table you created. If the incoming number matches an entry in the DID Mapping table, the call rings at the matching extension or hunt group. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 43 Issue 27.01.0 (Thursday, September 26, 2013)
  • Direct Inward Dialling (DID) to Auto Attendant DID calls can be directed to and answered by any Automated Attendant. Direct Line Pickup With the Direct Line Pickup features, you can access a ringing or held call or a call in progress. You can also select a line to use that is not assigned to your telephone. The Direct Line Pickup features are: · Direct Line Pickup—Active Line · Direct Line Pickup—Idle Line Display Language All system telephones offer the choice of 3 display language: · US English · Canadian French · Latin American Spanish Each individual extension may select their own language. Display SD Card Feature Key ID Displays the SD Card Feature Key ID on any display telephone. Display System IP Address Displays the IP address currently assigned to the IP500 V2 system. Display System Release Displays the software release running on the IP500 V2 system. Distinctive / Differentiated Ringing The system provides different ring patterns for external calls, internal calls and transferred calls. Do Not Disturb Use this feature to be able to press a programmed button to prevent incoming calls for the extension from ringing (lights still flash). When Do Not Disturb is on, outside callers hear ringing while inside callers hear a busy signal. Calls are immediately sent to your voice mailbox. Do Not Disturb Override Allows a user to input a list of up to 20 telephone numbers and/or internal extension numbers that will ring at the users’ station when Do Not Disturb is activated. Doorphones A doorphone is usually placed near an entrance, to screen visitors. You can connect up to two doorphones to the system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 44 Issue 27.01.0 (Thursday, September 26, 2013)
  • Emergency Phone Number List Create a list of up to 10 telephone numbers that all users can dial regardless of dialing restrictions, provided they have access to an outside line. Typical list entries include fire, police and emergency services numbers. Extension Hunt Groups Use this feature to assign any number of extensions to a Hunt Group. When extensions are in a Hunt Group, an incoming call searches or “hunts” for the longest idle extension that is available. The system supports up to six Hunt Groups. Extension Name Display The user’ name and extension number is displayed on the phone display. External Hotline When a user lifts the handset of an external hotline, a predetermined outside number is dialed automatically. The external number might be, for example, a frequently called service bureau. The external hotline must be a single line telephone, not a system telephone, and should not have a dial pad. Fax Machine Extensions Allows you to connect your fax machine to your system, allowing you to share network facilities. Flexible Dial Plan Through Manager, the system defaults to a fixed 2-digit dial plan (extensions 10 – 57); but can be changed to a flexible 3-digit dial plan (extensions 100 – 599). Group Calling - Ring / Page Use this feature to ring, page, or transfer calls simultaneously to all of the extensions in any one of four Calling Groups. (G represents a Calling Group number from 1–4.) When paging, you hear a beep and can begin speaking. Your voice is heard on the speakers of all idle system telephones in the selected Calling Group. The first extension to answer the call (on ETR sets - by picking up the handset or pressing SPEAKER, on 1400 Series sets - or by pressing the ANSWER softkey on the display) is connected to the caller. You can group page employees for general announcements; this is an inexpensive alternative to a paging system. Group Hunting - Ring / Page Use this feature to distribute call volume among extensions in a group, to off-load call activity from a single user. When an intercom or transferred call is placed to a Hunt Group (where G is a Hunt Group number from 1–6), the system rings or voice-signals the first available extension in the group, passing over busy extensions (or those with Do Not Disturb on) in a circular hunt. If a ringing call is not answered within three rings, the call moves to the next available extension, and so on, until the call is answered or the caller hangs up. For a voice-signaled call, only the first available extension is signaled; if that extension does not answer, the call does not keep hunting. After an extension receives a Hunt Group call, the next call to the Hunt Group will not ring or voice-signal that extension first unless all other extensions in the group are busy or do not answer. Group Pickup Use this feature to answer any outside, intercom, or transferred call ringing at an extension in a Pickup Group (where G is a Pickup Group number from 1–4). When a call rings at an extension that is in a Pickup Group, you can answer the call at any extension without knowing which extension or line is ringing and without being in the same Pickup Group. The system can have up to four Pickup Groups. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 45 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hold Reminder If a call is left on hold for longer than a specified period, the extension will ring back, alerting you that the call is still on hold. This ring continues to sound until the held call is retrieved, or until the caller hangs up. Hot Dial This feature enables a user to start dialing a number without first pressing the speaker button or going offhook. Hotline This feature allows designated extensions to automatically place an intercom call to another designated extension, when it goes off-hook. Intercom Dial Codes · ‘I’ represents the INTERCOM button. · ‘XX’ represents a system extension number. · ‘G’ represents a single-digit group number. · ‘LL’ represents a system line number. Intercom Dial Feature Code I6XX Call Pickup I66G Group Pickup I68LL Direct Line Pickup—Active Line I70 Loudspeaker Paging I*70 Simultaneous Paging I7G Group Calling—Ring I*7G Group Calling—Page I77G Group Hunting—Ring I*77G Group Hunting—Voice Signal I8LL Direct Line Pickup—Idle Line Intercom Dial Tone Use this feature to determine the type of dial tone that the system provides at an extension. It may be necessary to change this setting to Machine (outside line) dial tone for an auto-dialing device, such as a fax or modem, that has trouble making calls. For example, if you have a modem that checks for outside line dial tone before dialing, use this procedure to change from Regular to Machine dial tone. Intercom Manual Dialing Users can make an internal call to another extension by ringing it (dialing its extension number) or voice signaling the extension by prefixing the extension number with a *. Line Coverage Extension Use this feature to identify an extension as the “owner” of a specific outside line, so the extension can activate Call Coverage or VMS Cover for that line. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 46 Issue 27.01.0 (Thursday, September 26, 2013)
  • Line Ringing Options This feature specifies the options: Immediate Ring, Delayed Ring or No Ring for incoming calls on a line appearance programmed on the extension. Log All Calls Up to three extensions can be designated to log all calls, both answered and unanswered, regardless of where they terminated in the system. Message Alert Notification Message Alert Notification allows any ETR or Digital telephone, programmed with Auto Intercom buttons, to see which users have new messages waiting in their mailbox. When the Message Alert Notification button is pressed, the DSS/BLF buttons programmed on the user’s telephone will display a flashing red LED when the associated user has new voice mails waiting. This feature may be left on at all times or deactivated by pressing the Message Alert button again. Music on Hold Connect an audio source to the Music-On-Hold port on the processor module so that a caller hears music when placed on hold when the Music-On-Hold feature has been activated. Network Time Synchronization Use this feature to specify whether you want to synchronize the system clock with the network time delivered by your service provider over Caller ID. If Network Time Synchronization is set to Active, the system will use the network time provided by your service provider; if it is set to Not Active, the system will use the time provided by its system clock. Night Service When Night Service is on and a call comes in, all extensions in the Night Service Group ring immediately, regardless of normal Line Ringing settings. One-Touch Transfer This feature allows a user to automatically transfer a connected call with one-touch -- by pressing a preprogrammed Auto Dial Intercom for the destination extension. (The Transfer button is not used.) · The transfer is completed when the transferring station goes on-hook, or touches the Transfer button or Complete soft-key. · The user initiating the transfer is able to consult and complete the transfer or blind transfer after successfully initiating a one-touch transfer. The LEDs at the phone initiating the transfer, as well as other appearances of the call in the system, behave the same as if the user touched the Transfer button to initiate the transfer. Paging Features · Loudspeaker Paging - Users can initiate a call (either manually dialed or intercom auto dialed) to an extension connected to an analog station port that connects them to an external loudspeaker paging system. · Simultaneous Paging is a feature that pages both the external loudspeaker paging system (via the paging port) as well as voice signals all of the extensions in Calling Group 1. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 47 Issue 27.01.0 (Thursday, September 26, 2013)
  • PBX Mode The system can operate in Key System mode (default) where all lines appear on all telephones; or can be administered to operate in PBX-mode. PBX-mode provides 3 Intercom buttons per telephone which work similar to System Access buttons (provides intercom dial tone, d1al 9 to access an outside line). Note: On PARTNER ETR sets, the system provides 2 Intercom buttons per telephone. Personal Line Termination Allows you to assign a line / lines to specific extension / extensions. Personalized Station Ringing Allows you to assign a personalized ring pattern to an extension POTS (Plain Old Telephone Set) Support POTS (single line analog telephones) are supported on the system. They are connected to an analog station port on the Combo module; a port on the Phone-2, Phone-8 or Phone-16 module, or to an ETR port. Privacy Privacy prevents other users from joining on your call. Recall Use this feature to send a timed switch hook flash over the telephone line to “recall” a new dial tone or to access certain central office features, such as Call Waiting or 3-way calling. Redialing Features There are two features which offer redial functionality: · Last Number Redial (FEATURE 05): Last Number Redial redials all digits dialed on the last outside call except account codes. o · On 1400 Series telephones, there is a fixed Redial button, which allows you to scroll through and redial the last 20 number called from that telephone set. Save Number Redial (FEATURE 04): Saves into temporary memory the last outside number (up to 28 digits) dialed from a system telephone. Use this feature to save a number before you hang up on a busy or unanswered call. Once saved, the number can be redialed at any time. The number stays in memory until a different one is saved. Remote Call Forwarding / Mobile Twinninng Remote Call Forwarding is supported. This feature (FEATURE 11) allows a user to send internal and external calls destined for a particular extension to an external phone number (off the system) over an analog trunk. Remote Call Forwarding will not alert the internal extension, but immediately sends the call out to the predefined number. Remote Access to the Built-in Modem This feature allows for unattended access to the built-in modem (x76) by calling into the system: · by a DID number, or · by transferring to the modem via the Automated Attendant. When an Automated Attendant Selector code with the "Transfer To Number" action has the modem as its destination, the system will transfer the call to the built-in modem. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 48 Issue 27.01.0 (Thursday, September 26, 2013)
  • Ring on Transfer This is used to specify what the caller hears while they are being transferred. If Ring on Transfer is set to Active, callers hear ringing while they are being transferred; if it is set to Not Active callers hear beeps or Music on Hold if this is activated and a music source is connected to the system. Ringing Line Preference When an extension is on-hook and the extension is ringing, the user simply goes off-hook to answer the call and is automatically connected to the ringing call. If more than one call is alerting, the system automatically connects the user to the longest ringing call. SD Card Start-up / Shut Down via TUI A new TUI command is provided to shut down and restart the system SD card slot and the optional SD card slot, without shutting down the entire system. This allows for removal and reinstallation of the system SD and optional SD cards. Speed Dial Options The system supports the following types of Speed Dialing: · Personal Directory - 1400 and 9500 Telephones only Each user can store up to 20 frequently-dialed names and numbers in their extension. Personal Directory numbers can be dialed quickly by pressing CONTACTS and dialing the first few letters of the person’s name. Personal Directory numbers programmed for a particular extension are for use only at that extension. · Personal Speed Dial (FEATURE 80 – 99) – ETR and Analog Telephones only. Each user can store up to 20 frequently-dialed numbers (no name) in their extension. Personal Speed Dial numbers can be dialed quickly by pressing FEATURE (or # at intercom dial tone on a single-line telephone) and the two-digit speed dial code from 80 through 99. The Personal Speed Dial numbers programmed for a particular extension are for use only at that extension. On analog telephones, a user will press the # key (instead of the Feature key) then dial the 2-digit number. · System Speed Dial – 1400 and 9500 Telephones only System Speed Dialing is a shared list of up to 100 frequently-dialed names and numbers (FEATURE 600 – 699). All users on the system may use these numbers by pressing CONTACTS and dialing the first few letters of the party’s name. · System Speed Dial (FEATURE 600 – 699) – ETR and Analog Telephones only. System Speed Dialing is a shared list of up to 100 frequently-dialed numbers (no name) up to 28 characters in length. All users on the system may dial a System Speed Dial number by pressing FEATURE (or # at intercom dial tone on a single-line telephone) and the three digit speed dial code, from 600 through 699. Station Lock / Unlock Station Lock helps to prevent unauthorized people from making outside calls from extensions. Users enter a four-digit code on their telephone dialpad to “lock” your extension. To unlock the phone, the user enters the identical code. Station Message Detail Reporting (SMDR) SMDR is a call reporting feature that provides records of call activity. It is commonly used in many types of business, including Legal, Contact Centers, Sales and Real Estate. Call reporting information allows users to: · Detect any unauthorized calls. · Bill clients or projects. · Bill back by department. · Reduce telephone costs by identifying the need to change telecommunications services Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 49 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Print Caller ID information. The output is generally sent to a PC running an optional Call Accounting software package. System Groups The system supports the following types of groups: · Pickup Groups (4 Groups) (INTERCOM 6xx) When a call rings at an extension assigned to a Pickup Group, a user at any other extension in the system can answer the ringing call by dialing the Pickup Group code. The Pickup Group feature helps when a user needs to answer calls on lines or pools not assigned to his or her telephone. · Calling Groups (4 Groups) (INTERCOM 7x / *7x) A Calling Group is a group of extensions that can be called at the same time. Any user in the system can ring or page all extensions in a Calling Group at the same time or transfer a call to a Calling Group. The first extension to pick up the call is connected to the caller. A typical use of this feature is to have callers ring into a Calling Group of sales representatives, or to create a “Page All” group. · Hunt Groups (6 Groups) (INTERCOM 77G / *77G) When extensions are in a Hunt Group, an incoming call searches or “hunts” for the first available extension. · Night Service Group (1 Group) (#504) When Night Service is activated and a call comes in, all extensions assigned to the Night Service Group ring immediately, regardless of normal Line Ringing settings. System Password Allows you to define a four-digit password that users can enter from system telephones to override dialing restrictions (if the extension has access to an outside line) or turn Night Service on and off. Not available on analog telephones. Transfer / Transfer Return You can transfer calls to an extension or group using the TRANSFER button on a system telephone or the switchhook on a single-line telephone. Transferred calls return to the originating extension if they are not answered. You also can program the number of times a transferred call rings before it returns to an extension. Transfer Return to a Programmable Extension This feature provides an option to re-route unanswered transferred calls to an alternate extension. · Programmable on a per extension basis. · The existing System Programming option, Transfer Return Rings, will be used to indicate when transferred calls are returned to the Transfer Return extension. If a call is routed to a transfer return extension and there are no available intercom appearances to terminate the call, the call will continue to alert at the transfer destination until the transfer return extension becomes available. The default value for each transfer return extension is its own extension. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 50 Issue 27.01.0 (Thursday, September 26, 2013)
  • Unique Line Ringing / Override Line Ringing This feature allows users to differentiate by sound which line is ringing by assigning a ring pattern to it. Once a ring pattern is assigned to a line, incoming calls on that line ring with the assigned ring pattern. · Eight ring patterns are available. · Unique Line Ringing does not apply to DID calls because the channel used is not guaranteed. · The default is pattern 1. If the Override Line Ringing feature is active, then incoming calls on a line that ring at an extension ring with the configured extension ring pattern. Visual Voice Messaging Supported on 1400 and 9500 digital telephones only. Allows the user to manage their voice mail messages via their display. Features supported include: · access new /old / saved messages. · next and previous message. · fast forward and rewind. · pause message. · save, delete and copy message to other users of the system. · change default greeting. · change password. · change message status from old / saved to New. Voicemail Options · Bypass Greeting o · After a call goes to an extension's voice mailbox, the caller can press the 1 key to bypass the mailbox greeting and begin recording a message. Change Message Status to New (*06) o This feature provides the ability to change the status of a message from Old or Saved to New. o Users can dial *06 at any time after the Old or Saved message begins to play through the 3 second pause after the caller information portion of the message. · o · The message is moved to the queue of New messages. When a message is marked as New, the system does not initiate a new Voicemail to Email message, but the extension's message waiting light is illuminated. Choice of Language o o · Each Auto Attendant can have a primary language assigned to it. The language applies to the pre-recorded prompts available to that Auto Attendant. This overrides the system language setting. The per-extension Display Language setting will also override the system language and change all the displays, pre-recorded greetings, and prompts to the chosen language. End of Recording options o o If the message is less than 3 seconds, the system will play the following prompt: "Message too short. Deleted. Goodbye." o · When a caller has finished leaving a message in an extension's mailbox, the caller can touch the # key to signal the end of recording of the message. If the message is longer than 3 seconds, the system will play the following prompt: "Your message has been sent. Goodbye." Outcalling Notification Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 51 Issue 27.01.0 (Thursday, September 26, 2013)
  • o If you use the Outcalling option, Embedded Voicemail will call the number which you have programmed to signal that a new message has arrived in your mailbox. · · The system will make up to 3 attempts (in 5-minute intervals) to contact the user. · · Each user can have 1 number programmed for outcalling notification. After 3 attempts, outcalling notification will cease until another new voice message arrives. Phantom Mailboxes o Provides voice mailbox support for all extensions (10-57), without requiring the physical hardware to be present. Extensions without hardware are called phantom extensions. · o Calls to a phantom extension go directly to voice mail. · o Note: Ports 7 and 8 of an ETR-6 module can be used for phantom extensions even though you cannot plug a phone into them. DTMF breakout service can be used to transfer the call. Phantom voice mailboxes: · Default like a normal mailbox. · Can be accessed remotely if the remote access feature of the mailbox is enabled. · Voicemail to Email can be activated for a phantom mailbox via the Simplified Manager. VMS Cover Allows you to turn VMS Cover on and off, routing unanswered intercom and transferred calls for users' extensions to the Call Answer Service of the voice messaging system after the specified number of rings. VMS Cover Ring Interval Allows you to define the number of times a call rings before it is sent to a user’s voice mailbox. VMS Hunt Delay Allows you to determine when outside calls should be answered by the Automated Attendant of the voice messaging system. You can set the system for any number of rings, 0–6. Assigning more rings gives the operator an opportunity to answer calls before they go to the Automated Attendant. VMS Hunt Delay is programmable on a per-line basis. In addition, you can program this feature so that calls can be handled one way during the day and a different way when the system is in Night Service. VMS Hunt Schedule Interval Allows you to determine when outside lines are covered by the Automated Attendant. Options include all the time, only during Day operation (Night Service is off), or only during Night operation (Night Service is on). Voice Mailbox Transfer - Direct Allows you to transfer a call directly into a user's voice mailbox without ringing their extension. Voice Messaging The system has Embedded Voicemail included as standard. All extensions are automatically assigned a mailbox. Embedded Voicemail also provides: · A 2-port, single level Automated Attendant · Separate Morning, Afternoon, Evening and Out of Hours menu greetings with time profiles · Dial by Name capability · Variable hours of storage: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 52 Issue 27.01.0 (Thursday, September 26, 2013)
  • o 2-ports = 15 Hours o 4-ports = 20 Hours o 6-ports = 25 Hours · Up to three minutes per message · Fast Forward, Rewind, Replay and Skip capability · Voicemail to e-mail capability · Remote message retrieval · Visual Messaging (on digital telephones only) Wake-Up Service This feature allows a system phone (x10) to set a Wake-up Call on behalf of another user. · When a Wake-up Call is scheduled, the system will place an intercom call to the target extension at the scheduled time. o Wake Up calls ring for approximately 30 seconds (and overrides DND). o If the target extension is busy on a call or has an alerting call, the Wake Up call is delivered to the phone as an intercom call. o If the Wake Up call is answered, the user will hear Music On Hold if it is active; otherwise, they will hear silence. o If the Wake Up call is not answered, the system will make a 2nd attempt 5 minutes later. · o Product Description IP Office 9.0 If the call is not answered after the 2nd attempt, then the Wake Up call is abandoned. A scheduled Wake Up call occurs once in a 24 hour period. © 2013 AVAYA All rights reserved. Page 53 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 4. IP Office Basic Edition Norstar® Mode Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 54 Issue 27.01.0 (Thursday, September 26, 2013)
  • 4. IP Office Basic Edition Norstar® Mode The IP Office Basic Edition – Norstar® Mode (hereafter referred to as Norstar Mode) continues the evolution of communications systems for small businesses. Norstar Mode is designed to work directly out of the box without any programming or administration, allowing users to immediately make and place calls via analog trunks. Norstar Mode provides the end user a similar desktop experience as the PARTNER ACS: e.g. 2 dedicated intercom buttons, key system functionality, Caller ID, etc. This helps minimize training requirements and provides the end user with the same comfort level they have come to expect with the PARTNER ACS system. Norstar Mode provides the bulk of the feature set that the PARTNER ACS R8 supported; plus integrates enhanced features from the IP Office Essential Edition platform, such as Mobile Twinning, Visual Voicemail, 64party Conferencing, SIP Trunking, Full PRI/T1 and more. Norstar Mode provides the same 2-digit extension numbering plan as PARTNER ACS (default), and now supports a 3-digit flexible numbering plan (extensions 100 – 599). Norstar Mode supports all T-Series and M-Series Nortel telephones, the 1400 Series digital telephones, the 7406E and digital Mobility Wireless products, as well as most analog devices (fax, wireless headsets, analog telephones). The original MLS Series telephones and older wireless telephones are not supported. Norstar Mode also supports a new line of Avaya 9500 Series digital telephones. Norstar Mode includes Embedded Voicemail; providing a 2-port Automated Attendant (upgradeable to 6-ports) and voice mail coverage activated for all telephones. Embedded Voicemail offers a variable number of hours of storage: · 2-ports = 15 hours of storage · 4-ports = 20 hours of storage · 6-ports = 25 hours of storage System Capacities Norstar Mode supports larger telephone and trunk capacity as follows (may not be attained simultaneously): · 100 Telephones: · 64 Trunks: · Up to 100 digital telephones · Up to 32 analog CO lines · Up to 12 BRI channels · Up to 100 analog telephones · 1 PRI/E1 (30 lines) · Up to 20 SIP lines IP Office Basic Edition A-Law When the IP500 V2 containing a IP Office A-Law SD card is first started, it will boot-up as "Basic Edition", which has the same look and feel as Norstar Mode, e.g.: out of the box operations, two intercom buttons, key system functionality, voice mailboxes on all telephones, TUI programming support, etc. "Basic Edition" makes starting and using the system quick and easy. Users who need full IP Office Essential Edition functionality can apply the Essential edition license and the use Manager to change mode from "Basic Edition" to "Essential Edition". Once the system reboots, it re-starts as "Essential Edition." Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 55 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Programming System programming is accomplished in two ways: · Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same administration codes as the Norstar system. · Web Manager (GUI) – IP Office Web Manager is a new browser based management tool (replacing Simplified Manager) designed to simplify the installation and maintenance process by providing an intuitive and user-friendly management tool that runs on most standard browsers. The new IP Office Web Manager eliminates the need to have windows operating system as it can run on any device that supports standard browsers. Web Manager main screen Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 56 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hardware Control Unit Norstar Mode software runs on the IP500 V2 control unit. A Norstar Mode SD card or IP Office Essential Edition A-Law SD card is required and is installed in the rear of the control unit, providing operating software, Feature Key, Licenses and directs the system to boot up in Norstar mode or Quick Mode. An optional SD card may be installed in the optional SD card slot, providing redundant backup and system upgrade capabilities. The front of the IP500 V2 Control Unit has 4 expansion bays, which supports the following system modules: · Combination Card – Analog Trunks The Combination Card provides 6 digital station (DS) ports (Ports 1-6); 2 analog station ports (Ports 7-8); 4 CO line ports (Ports 9-12) and 10 voice compression channels. · Combination Card – BRI Trunks The Combination Card provides 6 digital station (DS) ports (Ports 1-6); 2 analog station ports (Ports 7-8); 2 BRI trunks (Ports 9 & 10, each trunk providing 2B+D digital channels) and 10 voice compression channels. Note: The system supports a maximum of two Combination Cards of either type. · DS8 Card (Max 3 per system) The DS8 Card provides 8 digital station ports (Ports 1-8); and supports (1) of the following optional trunk cards: ATM4, BRI4 (supports 2 BRI trunks via ports 9 & 10), BRI-8 (supports 4 BRI trunks via ports 9-12), or a PRI/E1. This card supports only the 1400 and 9500 Series telephones. Note: Each BRI trunk provides 2B+D digital channels. · TCM8 Card (Max 4 per system) The TCM-8 Card provides 8 digital station ports (Ports 1-8); and supports (1) of the following optional trunk cards: ATM4, BRI4 (supports 2 BRI trunks via ports 9 & 10), BRI-8 (supports 4 BRI trunks via ports 9-12), or a PRI/E1. This card supports only Norstar T-Series and M-Series telephones. Note - each BRI trunk provides 2B+D digital channels. · Phone 2 (Max 4 per system) The Phone 2 module provides two additional analog station ports and supports one of the following optional trunk cards: ATM4, BRI4, BRI8 or PRI/E1. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 57 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Phone 8 (Max 4 per system) The Phone 8 module provides eight additional analog station ports and supports one of the following optional trunk cards: ATM4, BRI4, BRI8 or PRI/E1. Expansion Modules Norstar Mode supports following expansion modules: · DS16 – provides additional 16 digital station ports (1400 and 9500 Series telephones only) · DS16A – provides additional 16 digital station ports (Norstar T-Series and M-Series telephones only) · DS16B – provides additional 16 digital station ports (This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A/DS30A.) · ATM 16 (Limit 1 per system) – provides additional 16 analog CO lines · Phone 16 – provides additional 16 analog station ports · Phone 30 – provides additional 30 analog station ports · DS30 – provides additional 30 digital station ports (1400 and 9500 Series telephones only) · DS30A – provides additional 30 digital station ports (Norstar T-Series and M-Series telephones only) · DS30B – provides additional 30 digital station ports (This module can operate in either mode and supports the same sets as the digital station 8 or the DS16A/DS30A.) Trunk Cards Norstar Mode supports the following trunk cards, which are mounted on any DS8, TCM8, Phone 2 or Phone 8 base card: · ATM4 – provides four analog CO line ports. Supports Caller ID. Limit 4 ATM4 cards per system. · PRI/E1 – supports full PRI or T1. Limit 1 PRI/E1 card per system · BRI4 – provides two BRI trunks. Each BRI trunk provides 2B+D digital channels. Limit 4 BRI4 cards per system. · BRI8 – provides four BRI trunks. Each BRI trunk provides 2B+D digital channels. Limit 1 BRI8 card per system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 58 Issue 27.01.0 (Thursday, September 26, 2013)
  • Telephones Norstar Mode supports the following telephones: · 1400 Series digital telephones 28 · 9500 Series digital telephones 29 · Norstar T-Series and M-Series digital telephones · Wireless telephones 30 33 · Analog "POTS" telephones 34 1400 Series telephones The following 1400 Series telephones are supported. · 1416 Display Telephones · 1408 Display Telephones · 1403 Display Telephone · DBM32 Button Module Programmable Buttons As well as the usual dialing keys, Avaya 1400 digital telephones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the TUI or Simplified Manager as part of the system configuration. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 59 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9500 Series telephones The following 9500 Series telephones are supported. · 9504 Display Telephone · 9508 Display Telephone · BM12 Button Module 9504 9508 BM12 Programmable Buttons The Avaya 9500 Series telephones are "paper label free," providing programmable labels in the display. The 9504 has four buttons (with Red & Green LED’s) and has two "pages" providing a total of 12 programmable buttons. The 9508 has eight buttons (with Red and Green LED’s) and has two "pages" providing a total of 24 programmable buttons. As well as the usual dialing keys, Avaya 9500 digital telephones have dedicated function buttons like Mute, Volume, Speaker, Headset, Call Logs and Contacts. In addition to these, there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the TUI or Simplified Manager as part of the system configuration. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 60 Issue 27.01.0 (Thursday, September 26, 2013)
  • Norstar T-Series and M-Series telephones The following Norstar telephones are supported on PARTNER Mode: · T-Series Telephones: T7316E, T7208, T7100, T7000 and the T24KIM (not shown) · M-Series Telephones: M7324, M7310 and the CAP/KLM Button Module Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 61 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wireless Telephones T7406E Wireless Digital Mobility 7400/4100 Series Wireless Analog "POTS" telephones The system supports a wide variety of industry standard analog telephones and devices, for example: fax machines, credit card readers; wireless headsets, cordless telephones. Analog devices are connected to the system: · To one of the analog ports on the Combination Card · Via a Phone 2 or Phone 8 Module The major features work the same, regardless how they are connected: e.g. Hold, Conference, Transfer, Call Waiting, Message Waiting, Incoming Caller ID. Analog telephones have access to all dial-code features familiar to PARTNER users: e.g. Call pickup, Line pickup, Call Forwarding activation/deactivation, etc. Analog telephones connected to a phone module or Combination Card default to intercom dial tone. To place an outgoing call, the user will dial 9. Analog telephones connected to an ETR module follows programmed Automatic Line Selection. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 62 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Administration The Norstar Mode and IP Office Basic Edition A-Law can be programmed in the following ways: · Telephone User Interface (TUI) from extension 10 or extension 11; and uses the same administration codes 65 as the Norstar system. TUI programming is an alternate way to do System Administration and Programming on the Norstar Mode. It is based on the Norstar TUI, but with improvements. Using TUI System Administration on ETR, 1400, 9500 and select Norstar telephones, the buttons under the display become soft-keys which are used to navigate and change the administration items. There are also shortcut codes which enable the administrator to jump to particular administration items. Centralized Programming is similar to System Administration, but it is used to administer buttons and other options for any telephone in the system. Individual Programming continues to be supported, allowing the telephone user to program buttons on their telephones. · Web Manager (GUI) – IP Office Web Manager is a new browser based management tool designed to simplify the installation and maintenance process by providing an intuitive and user-friendly management tool that runs on most standard browsers. The new IP Office Web Manager eliminates the need to have windows operating system as it can run on any device that supports standard browsers. Web Manager main screen For off line configuration, Upgrades, back-up and restore it is recommended that Manager continues to be used. "Simplified Manager" is a PC GUI application inherent to the IP Office Manager application. Although system administration can be completed via either the TUI or GUI method; some advanced features such as SIP and PRI/E1 administration require the Manager application. When you execute Manager, the program searches for any IP500 V2 units running Norstar Mode on your network and will automatically connect using the default login and password. You are then presented with a "Simplified Manager" Screen: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 63 Issue 27.01.0 (Thursday, September 26, 2013)
  • By using the system hyperlinks, you are able to quickly and easily administer the Norstar Mode system in a short time. Further details can be found in the IP Office Norstar Mode Manager documentation guide posted on the Avaya Support website. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 64 Issue 27.01.0 (Thursday, September 26, 2013)
  • Application Programming Interface (TAPI) Application Programming Interface (TAPI) allows new and existing server-based applications from Avaya’s Developer Connection (DevConnect) program to work with and enhance the operation of the system. The current requirement is to support a screen pop type application called “Pickup IP” which is also supported on IP Office. The TAPI API only supports 1st Party TAPI applications. System Programming Procedures Code Feature Code Feature #101 System Date #321 VMS Cover Rings #103 System Time #322 Remote Call Forwarding #104 Number of Lines #323 Personalized Station Ringing #105 Transfer Return Rings #399 Copy Settings #107 Recall Timer Duration #401 Outgoing Call Restriction #109 Outside Conference Denial #402 Toll Call Prefix #119 Ring on Transfer #403 System Password #123 Backup Programming—Automatic #405 Disallowed List Assignments #124 Backup Programming—Manual #406 Emergency Phone Number List #125 Restore Programming #407 Allowed Phone Number Lists #126 Automatic Daylight/Standard Times #408 Allowed List Assignments #127 Hold Reminder Tone #409 Forced Account Code List #128 Network Time Synchronization #501 Pickup Group Extensions #203 Hold Disconnect Time #502 Calling Group Extensions #205 Direct Extension Dial Lines #503 Night Service Button #206 Group Call Distribution #504 Night Service Group Extensions #208 Line Coverage Extension #505 Hunt Group Extensions #301 Line Assignment #506 VMS Hunt Delay #303 Display Language #507 VMS Hunt Schedule #304 Automatic Extension Privacy #601 Fax Machine Extensions #305 Abbreviated Ringing #602 Music-On-Hold #306 Transfer Return Extension #603 Hotline #307 Forced Account Code Entry #604 Doorphone Extension 1 #308 Distinctive Ring #605 Doorphone Extension 2 #309 Intercom Dial Tone #606 Doorphone Alert Extensions #310 Automatic VMS Cover #610 SMDR Output Format #311 External Hotline #612 Contact Closure Group #316 Call Waiting #613 Contact Closure Operation Type #317 Caller ID Log Answered Calls #617 Loudspeaker Paging Line #318 Caller ID Call Log Line Association #728 System Reset—Programming Saved #320 Call Coverage Rings #730 Remote Administration Password Centralized Telephone Programming Extensions 10 and 11 can program other extensions on the system from their telephones. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 65 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Features The system provides the majority of the feature set that the Norstar PARTNER ACS R8 supports. A listing of the built-in features is detailed below. Feature descriptions can be found on the following pages. TUI Feature Programming Codes (if applicable) are also provided. 911 Emergency Dialing Direct Line Pickup Features PBX Mode Abbreviated Ringing Display Personal Line Termination Absent Text Display Language Personalized Station Ringing Absent Text Message Inspect Display SD Card Feature Key ID POT Support Account Codes Display System IP Address Privacy Allowed/Disallowed Lists Display System Release Recall Application Programming Interface (TAPI) Distinctive / Differentiated Ring Redialing Features Attendant/Operator Positions Do Not Disturb (Send All Calls) Remote Call Forwarding / Mobile Twinning Auto Attendants - Emergency Greeting Do Not Disturb Override Remote Access to Modem Auto Attendants - Multiple Doorphones (max of 2) Ringing Line Preference Automatic Callback Emergency Phone Number List Ring on Transfer Automatic Daylight Savings Time External Hotline SD Card Startup / Shut Down via TUI Automatic Extension Privacy Extension Hunt Groups SMDR Auto Dialing Extension Name Display Speed Dial Features Automatic Line Selection Fax Machine Extensions Station Lock/Unlock Automatic VMS Coverage Feature Button Sub-Menus (see Auto Attendants) Backup Failure Alarm Flexible Dial Plan System Password Backup Programming Automatic Group Calling – Ring/Page System Groups Backup Programming Manual Group Hunting – Ring/Voice Signal Transfer / Transfer Return Bridging (Joining Calls) Group Pickup Transfer Return to Programmable Extension Call Coverage Hold Unique Line Ringing with Override Call Forwarding - Internal Hold Release on Abandon VMS Cover Button Call Log (Digital Sets only) Hold Reminder Tone VMS Cover Ring Interval Call Logs (ETR sets) Hot Dial VMS Hunt Delay Call Pickup Hotline VMS Hunt Schedule Call Timer Idle Intercom Timeout Voicemail Call Timer Continuity Intercom Manual Dial Bypass Greeting Call Waiting Intercom Dial Tone Change Message Status to New Caller ID Features Line Coverage Extension Choice of Language Cell Phone Connect Line Ringing Options End of Recording Options Centralized Telephone Programming Message Alert Notification Outcalling Notification CO Disconnect Time Music On Hold Conference Drop Network Time Synchronization Voicemail to E-mail Contact Closure Support Night Service Voice Mailbox Transfer – Direct Copy Settings On Hook Dialing Voice Messaging Direct Inward Dialing (DID) One Touch Transfer Visual Messaging DID to Auto Attendant Paging Features Wake-up Service Product Description IP Office 9.0 Phantom Mailboxes © 2013 AVAYA All rights reserved. Page 66 Issue 27.01.0 (Thursday, September 26, 2013)
  • 911 Emergency Dialing 911 Emergency Dialing can be made from any extension, regardless of any restrictions. Abbreviated Ringing This feature activates or deactivates Abbreviated Ringing at the system telephone at a specific extension. When you are on a call and Abbreviated Ringing is Active, any incoming call rings only once. The green light next to the line button flashes until the call is answered or the caller hangs up (or for a transferred call, until the call returns to the transfer return extension). This feature prevents incoming calls from distracting you when you are busy on another call. To allow calls to ring repeatedly, set Abbreviated Ringing to Not Active. Absent Text Messaging This feature allows you to post a message (such as "Do Not Disturb" or "Away from desk") on the display of your PARTNER ETR or digital system telephones. When another extension calls your extension, your active Absent Text Message appears on the caller’s display. The system provides 15 pre-defined messages, plus 2 that may be customized by each user. Pre-defined messages include: Back Soon Back Tomorrow Do Not Disturb On Vacation Out to Lunch At Home Away from Desk Be Right Back Please Call On Holiday until Meeting until Don’t disturb until With visitors until With cust. til At lunch until Absent Text Message Inspect The Inspect feature is a soft-key option, and allows you to remotely inspect the active Absent Text Message at another user’s extension. Pressing the Absent Text Message button will provide you with an INSP option in the display. Press the button associated with the Inspect option and you are prompted to dial the extension number or press the Auto Intercom button you wish to view. When you do, the active message for that user is displayed. Account Code Entry Account Code Entry (ACE) is used to enter an account code (up to 15 digits) for an incoming or outgoing call currently being handled. The Account code is printed in the SMDR record for the call for the customer to use for cost tracking purposes. There are two different ways the feature can be used: · Voluntary — Account Code Entry is optional. · Forced – Account Code Entry is mandatory before dialing on an idle CO facility. Forced account codes are validated against a list of pre-defined account codes which is created via the Manager application. Allowed Lists / Disallowed Lists Allowed Lists Use this feature to specify telephone numbers that users can dial regardless of other dialing restrictions, as long as they have access to an outside line. For example, if you restrict an entire category of calls through Disallowed Phone Number Lists (#404), you can permit calls to a specific number in that category by placing that number on an Allowed Phone Number List. The System Administrator can create up to eight Allowed Phone Number Lists of up to 10 telephone numbers each. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 67 Issue 27.01.0 (Thursday, September 26, 2013)
  • Disallowed Lists allow you to specify telephone numbers that users cannot dial. For example, you may want to prevent calls to a specific telephone number or to categories of numbers, such as international numbers. The System Administrator can create up to eight Disallowed Phone Number Lists of up to 10 telephone numbers each. Allowed and Disallowed Phone Numbers can be up to 12 digits long and may include 0–9, #, *, and ‘hold’ (a wildcard character, displayed as “!”). Attendant Positions Extension 10 and Extension 11 serve as system attendant positions. TUI System Administration can only be done at these extensions. Night Service and Unlock capabilities can only be initialized from Extension 10. When a user dials 0, Extension 10 will ring. Auto Attendants (Multiple) / Sub-Menus / Emergency Greeting The system supports up to 9 Automated Attendants / Sub-menus. A sub-menu is the same group of selector codes as is used in an Auto Attendant. Each Auto Attendant has its own greeting (Morning / Afternoon / Evening), its own language (English / French / Spanish), its own set of selector codes (based on its time profile), and separate VMS Hunt and Delay Schedules. Each Auto Attendant supports its own Emergency Greeting announcement, which can be remotely recorded and activated, and plays before the Auto Attendant Greeting. Each Auto Attendant can be accessed by dialing the appropriate Auto Attendant dial codes (to record greetings, menu prompts, etc.). Auto Dialing Enables a user to dial outside numbers, extension numbers, feature codes or account codes with a single touch by pressing a programmed button. Three types of auto dial are supported: · Auto Dial – Outside · Auto Dial – ICM (internal extension) · Auto Dial – ICM Page (voice signaling) Automatic Callback When calling an extension that is busy, press the Auto Callback softkey and the system will call you when the extension becomes free. Automatic Daylight Savings Time This feature automatically updates the system clock for annual Daylight Savings Time and Standard Time changes. Turn this feature off if you live in an area without daylight savings time. Automatic Extension Privacy Prevents other extensions with access to the same line from joining a call. Use this feature for extensions connected to a modem, fax, or any device whose function can be disrupted by someone trying to join it. Automatic Line Selection Specifies the order in which the system selects an available line (intercom or outside) when a user at the extension lifts the handset or presses SPEAKER to make a call without first selecting a specific line button. For extensions with analog telephones, set Automatic Line Selection to intercom first. This enables analog telephones to access system features, including intercom calling. When users lift the handsets on analog telephones, they hear intercom dial tone. To access an outside line, they must dial 9. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 68 Issue 27.01.0 (Thursday, September 26, 2013)
  • Automatic Voicemail Coverage Use this feature to program a button to turn VMS Cover on and off, routing unanswered intercom and transferred calls for a users’ extension to the Call Answer Service of the voice messaging system after the specified number of rings (factory setting is three rings). Backup Failure Alarm When an Automatic Backup fails, a ‘Backup Failed’ message is displayed on Extension 10 and 11. Backup Programming - Automatic The system does a nightly backup to the system SD card. No manual intervention or external PC is required. Backup Programming - Manual The administrator may do a manual system programming backup to the system SD card via the TUI. Bridging (Joining Calls) A user can bridge (join) on any active call by pressing the associated CO line button (assuming Privacy is not active on the originating extension.) When a call is bridged, the red and green LED’s will alternate on all telephones which are bridged on the call. Call Coverage This feature is used to redirect all Intercom, Transferred, DID and outside calls from a user’s extension to another extension. When Call Coverage is activated, covered calls are routed to the covering extension after a specified number of rings. Call Forwarding - Internal The Call Forwarding provides a means of redirecting Intercom (ICOM), CO, and Transfer calls from one extension to another specified extension. Call Log - Digital Telephones Call Log is a fixed button on digital telephones and provides a visual record of calls made and received, including unanswered calls. Details are store for both users (maximum 30 entries) and hunt groups (maximum 10 entries). The method of operation varies according to the phone type but in all cases the call records can be used for return calls. Call Logs - ETR Telephones Use this feature to program extensions to log answered Caller ID calls so that calls answered at an individual extension can be viewed in the Caller ID Call Log. Once the feature is activated for an extension, when a user activates the Caller ID Call Logging and Dialing (F23), all Caller ID calls that are answered by that extension are logged. Up to 3 extensions can be designated to log all calls, both answered and unanswered, regardless of where they terminated in the system. Call Timer Display Displays the duration of a call from the time it was answered. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 69 Issue 27.01.0 (Thursday, September 26, 2013)
  • Call Waiting Call waiting applies to analog, single line telephones, and applies to the following types of calls: · Intercom calls · Transferred calls · Forwarded calls · Covered calls · Outside calls (if the extension has a line appearance of the line) · Voice Signaled calls Caller ID Features The following Caller ID features are supported: · Caller ID Inspect (FEATURE 17) Allows you to view Caller ID information for a second call, without disconnecting the current call or putting it on hold. Use this feature to inspect ringing, active, or held calls. · Caller ID Name Display (FEATURE 16) When an incoming call is ringing at a display telephone, both the name and number appear on the user’s display. The Number is displayed on the top line, and the Name on the 2nd line. In some cases users may wish to see the Caller ID Name on the top line and the Caller ID Number on the 2nd line. This feature provides this capability. CO Disconnect Time (Programmable) Use this feature to change the hold disconnect time for an outside line. Different telephone companies use different length signals. The length of the signal is called the CO or Hold Disconnect time. If you place a call on hold and the caller hangs up, but the call does not disconnect within a minute after the caller. Conference Drop On 1400 and 9500 digital telephones, you may choose which specific party you want to drop from a conference call. On ETR and analog telephones, the last party added to the conference call is automatically dropped. Conferencing The system supports up to 64-party conferencing. A maximum of 2 analog lines can be in any conference call. Conference calls may consist of combinations of analog lines, digital lines (PRI/T1, SIP), analog telephones, ETR telephones or digital telephones. Contact Closure Support for 2 Devices The IP500 V2 Control Unit has a Contact Closure control jack on the back panel. This is a 3.5 mm stereo jack that can drive two external adjunct relays. This feature allows users at eligible extensions to control an external adjunct by entering feature codes at their system or standard telephone. The port can control a variety of devices, the most common being door strikes, night bells, lighting, or voice recording systems. Copy Settings This feature allows a System Administrator to copy extension-specific programming from one extension to another. When the Extension Copy operation is performed, the destination extension will have the same properties as the originating extension. Extension Copy can only be performed from an Attendant Extension in System Programming Mode or from the Windows Manager PC application. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 70 Issue 27.01.0 (Thursday, September 26, 2013)
  • Dial Code Features · ‘F’ represents the FEATURE button. · ‘I’ represents the INTERCOM button. · ‘XX’ represents a system extension number. · ‘PP’ represents a Personal Speed Dial code. · ‘G’ represents a single-digit group number. · ‘LL’ represents a system line number. Feature Partner Mode Code Norstar/BCM Code Do Not Disturb F01 F85 Do Not Disturb Cancel F01 F#85 Recall F03 F71 Save Number Redial F04 F67 Last Number Redial F05 F5 Conference Drop F06 F934 (new) Privacy F07 F83 Call Forward F11 F4 Call Forward Cancel F11 F#4 Account Code Entry F12 F900 Voice Mailbox Transfer F14 F986 VMS Cover F15 F984 Caller ID Name Display F16 F933 (new) Caller ID Inspect F17 F811 Call Coverage F20 F932 (new) Station Lock F21 F936 (new) Station Unlock F22 F937 (new) Caller ID Log F23 F812 Hot Dial F26 F935 (new) Message Alert Notification F27 F938 (new) Absent Message F28 F931 (new) Contact Closure 1 F41 F9*41 Contact Closure 2 F42 F9*42 System Release F590 F9*80 System IP Address F591 F9*81 SD Card Serial Number F592 F9*82 System Speed Dial F6XX (00-99) F06XX (00-99) Personal Speed Dial FXX (80-99) F*4XX (80-99) DND Override Numbers F7XX (00-19) F07XX (00-19) Call Transfer Fixed Button F70 Voice Announce to Extension I* + XX F66 + XX (new) Call Park to own Extension Transfer + XX F74 (new) Direct Inward Dialing (DID) Use this feature to have Direct Inward Dialing (DID) numbers on a PRI / T1 or SIP line routed automatically to a specific extension, hunt group, or calling group. When a Direct Inward Dialing (DID) call arrives, the system "collects" the digits from the T1 service provider (that is, the number that was dialed) and matches the number to a DID Mapping Table you created. If the incoming number matches an entry in the DID Mapping table, the call rings at the matching extension or hunt group. Direct Inward Dialling (DID) to Auto Attendant DID calls can be directed to and answered by any Automated Attendant. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 71 Issue 27.01.0 (Thursday, September 26, 2013)
  • Direct Line Pickup With the Direct Line Pickup features, you can access a ringing or held call or a call in progress. You can also select a line to use that is not assigned to your telephone. The Direct Line Pickup features are: · Direct Line Pickup—Active Line · Direct Line Pickup—Idle Line Display Language All system telephones offer the choice of 3 display language: · US English · Canadian French · Latin American Spanish Each individual extension may select their own language. Display SD Card Feature Key ID Displays the SD Card Feature Key ID on any display telephone. Display System IP Address Displays the IP address currently assigned to the IP500 V2 system. Display System Release Displays the software release running on the IP500 V2 system. Distinctive / Differentiated Ringing The system provides different ring patterns for external calls, internal calls and transferred calls. Do Not Disturb Use this feature to be able to press a programmed button to prevent incoming calls for the extension from ringing (lights still flash). When Do Not Disturb is on, outside callers hear ringing while inside callers hear a busy signal. Calls are immediately sent to your voice mailbox. Do Not Disturb Exceptions Allows a user to input a list of up to 20 telephone numbers and/or internal extension numbers that will ring at the users’ station when Do Not Disturb is activated. Doorphones A doorphone is usually placed near an entrance, to screen visitors. You can connect up to two doorphones to the system. Emergency Phone Number List Create a list of up to 10 telephone numbers that all users can dial regardless of dialing restrictions, provided they have access to an outside line. Typical list entries include fire, police and emergency services numbers. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 72 Issue 27.01.0 (Thursday, September 26, 2013)
  • Extension Hunt Groups Use this feature to assign any number of extensions to a Hunt Group. When extensions are in a Hunt Group, an incoming call searches or “hunts” for the longest idle extension that is available. The system supports up to six Hunt Groups. Extension Name Display The user’ name and extension number is displayed on the phone display. External Hotline When a user lifts the handset of an external hotline, a predetermined outside number is dialed automatically. The external number might be, for example, a frequently called service bureau. The external hotline must be a single line telephone, not a system telephone, and should not have a dial pad. Fax Machine Extensions Allows you to connect your fax machine to your system, allowing you to share network facilities. Flexible Dial Plan Through Manager, the system defaults to a fixed 2-digit dial plan (extensions 10 – 57); but can be changed to a flexible 3-digit dial plan (extensions 100 – 599). Group Calling - Ring / Page Use this feature to ring, page, or transfer calls simultaneously to all of the extensions in any one of four Calling Groups. (G represents a Calling Group number from 1–4.) When paging, you hear a beep and can begin speaking. Your voice is heard on the speakers of all idle system telephones in the selected Calling Group. The first extension to answer the call (on ETR sets - by picking up the handset or pressing SPEAKER, on 1400 Series sets - or by pressing the ANSWER softkey on the display) is connected to the caller. You can group page employees for general announcements; this is an inexpensive alternative to a paging system. Group Hunting - Ring / Page Use this feature to distribute call volume among extensions in a group, to off-load call activity from a single user. When an intercom or transferred call is placed to a Hunt Group (where G is a Hunt Group number from 1–6), the system rings or voice-signals the first available extension in the group, passing over busy extensions (or those with Do Not Disturb on) in a circular hunt. If a ringing call is not answered within three rings, the call moves to the next available extension, and so on, until the call is answered or the caller hangs up. For a voice-signaled call, only the first available extension is signaled; if that extension does not answer, the call does not keep hunting. After an extension receives a Hunt Group call, the next call to the Hunt Group will not ring or voice-signal that extension first unless all other extensions in the group are busy or do not answer. Group Pickup Use this feature to answer any outside, intercom, or transferred call ringing at an extension in a Pickup Group (where G is a Pickup Group number from 1–4). When a call rings at an extension that is in a Pickup Group, you can answer the call at any extension without knowing which extension or line is ringing and without being in the same Pickup Group. The system can have up to four Pickup Groups. Hold Reminder If a call is left on hold for longer than a specified period, the extension will ring back, alerting you that the call is still on hold. This ring continues to sound until the held call is retrieved, or until the caller hangs up. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 73 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hot Dial This feature enables a user to start dialing a number without first pressing the speaker button or going offhook. Hotline This feature allows designated extensions to automatically place an intercom call to another designated extension, when it goes off-hook. Intercom Dial Codes · ‘I’ represents the INTERCOM button. · ‘XX’ represents a system extension number. · ‘G’ represents a single-digit group number. · ‘LL’ represents a system line number. Intercom Dial Feature Code I6XX Call Pickup I66G Group Pickup I68LL Direct Line Pickup—Active Line I70 Loudspeaker Paging I*70 Simultaneous Paging I7G Group Calling—Ring I*7G Group Calling—Page I77G Group Hunting—Ring I*77G Group Hunting—Voice Signal I8LL Direct Line Pickup—Idle Line Intercom Dial Tone Use this feature to determine the type of dial tone that the system provides at an extension. It may be necessary to change this setting to Machine (outside line) dial tone for an auto-dialing device, such as a fax or modem, that has trouble making calls. For example, if you have a modem that checks for outside line dial tone before dialing, use this procedure to change from Regular to Machine dial tone. Intercom Manual Dialing Users can make an internal call to another extension by ringing it (dialing its extension number) or voice signaling the extension by prefixing the extension number with a *. Line Coverage Extension Use this feature to identify an extension as the “owner” of a specific outside line, so the extension can activate Call Coverage or VMS Cover for that line. Line Ringing Options This feature specifies the options: Immediate Ring, Delayed Ring or No Ring for incoming calls on a line appearance programmed on the extension. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 74 Issue 27.01.0 (Thursday, September 26, 2013)
  • Log All Calls Up to three extensions can be designated to log all calls, both answered and unanswered, regardless of where they terminated in the system. Message Alert Notification Message Alert Notification allows any ETR or Digital telephone, programmed with Auto Intercom buttons, to see which users have new messages waiting in their mailbox. When the Message Alert Notification button is pressed, the DSS/BLF buttons programmed on the user’s telephone will display a flashing red LED when the associated user has new voice mails waiting. This feature may be left on at all times or deactivated by pressing the Message Alert button again. Music on Hold Connect an audio source to the Music-On-Hold port on the processor module so that a caller hears music when placed on hold when the Music-On-Hold feature has been activated. Night Service When Night Service is on and a call comes in, all extensions in the Night Service Group ring immediately, regardless of normal Line Ringing settings. One-Touch Transfer This feature allows a user to automatically transfer a connected call with one-touch -- by pressing a preprogrammed Auto Dial Intercom for the destination extension. (The Transfer button is not used.) · The transfer is completed when the transferring station goes on-hook, or touches the Transfer button or Complete soft-key. · The user initiating the transfer is able to consult and complete the transfer or blind transfer after successfully initiating a one-touch transfer. The LEDs at the phone initiating the transfer, as well as other appearances of the call in the system, behave the same as if the user touched the Transfer button to initiate the transfer. Paging Features · Loudspeaker Paging - Users can initiate a call (either manually dialed or intercom auto dialed) to an extension connected to an analog station port that connects them to an external loudspeaker paging system. · Simultaneous Paging is a feature that pages both the external loudspeaker paging system (via the paging port) as well as voice signals all of the extensions in Calling Group 1. PBX Mode The system can operate in Key System mode (default) where all lines appear on all telephones; or can be administered to operate in PBX-mode. PBX-mode provides three Intercom buttons per telephone which work similar to System Access buttons (provides intercom dial tone, dial 9 to access an outside line). Note: On PARTNER ETR sets, the system provides two Intercom buttons per telephone. Personal Line Termination Allows you to assign a line / lines to specific extension / extensions. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 75 Issue 27.01.0 (Thursday, September 26, 2013)
  • Personalized Station Ringing Allows you to assign a personalized ring pattern to an extension POTS (Plain Old Telephone Set) Support POTS (single line analog telephones) are supported on the system. They are connected to an analog station port on the Combo module; a port on the Phone-2, Phone-8 or Phone-16 module, or to an ETR port. Privacy Privacy prevents other users from joining on your call. Recall Use this feature to send a timed switch hook flash over the telephone line to “recall” a new dial tone or to access certain central office features, such as Call Waiting or 3-way calling. Redialing Features There are two features which offer redial functionality: · Last Number Redial (FEATURE 05): Last Number Redial redials all digits dialed on the last outside call except account codes. o · On 1400 Series telephones, there is a fixed Redial button, which allows you to scroll through and redial the last 20 number called from that telephone set. Save Number Redial (FEATURE 04): Saves into temporary memory the last outside number (up to 28 digits) dialed from a system telephone. Use this feature to save a number before you hang up on a busy or unanswered call. Once saved, the number can be redialed at any time. The number stays in memory until a different one is saved. Remote Call Forwarding Remote Call Forwarding is supported. This feature (FEATURE 11) allows a user to send internal and external calls destined for a particular extension to an external phone number (off the system) over an analog trunk. Remote Call Forwarding will not alert the internal extension, but immediately sends the call out to the predefined number. Remote Access to the Built-in Modem This feature allows for unattended access to the built-in modem (x76) by calling into the system: · by a DID number, or · by transferring to the modem via the Automated Attendant. When an Automated Attendant Selector code with the "Transfer To Number" action has the modem as its destination, the system will transfer the call to the built-in modem. Ring on Transfer This is used to specify what the caller hears while they are being transferred. If Ring on Transfer is set to Active, callers hear ringing while they are being transferred; if it is set to Not Active callers hear beeps or Music on Hold if this is activated and a music source is connected to the system. Ringing Line Preference When an extension is on-hook and the extension is ringing, the user simply goes off-hook to answer the call and is automatically connected to the ringing call. If more than one call is alerting, the system automatically connects the user to the longest ringing call. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 76 Issue 27.01.0 (Thursday, September 26, 2013)
  • SD Card Start-up / Shut Down via TUI A new TUI command is provided to shut down and restart the system SD card slot and the optional SD card slot, without shutting down the entire system. This allows for removal and reinstallation of the system SD and optional SD cards. Speed Dial Options The system supports the following types of Speed Dialing: · Personal Directory - 1400 and 9500 Telephones only Each user can store up to 20 frequently-dialed names and numbers in their extension. Personal Directory numbers can be dialed quickly by pressing CONTACTS and dialing the first few letters of the person’s name. Personal Directory numbers programmed for a particular extension are for use only at that extension. · Personal Speed Dial (FEATURE 80 – 99) – ETR and Analog Telephones only. Each user can store up to 20 frequently-dialed numbers (no name) in their extension. Personal Speed Dial numbers can be dialed quickly by pressing FEATURE (or # at intercom dial tone on a single-line telephone) and the two-digit speed dial code from 80 through 99. The Personal Speed Dial numbers programmed for a particular extension are for use only at that extension. On analog telephones, a user will press the # key (instead of the Feature key) then dial the 2-digit number. · System Speed Dial – 1400 and 9500 Telephones only System Speed Dialing is a shared list of up to 100 frequently-dialed names and numbers (FEATURE 600 – 699). All users on the system may use these numbers by pressing CONTACTS and dialing the first few letters of the party’s name. · System Speed Dial (FEATURE 600 – 699) – ETR and Analog Telephones only. System Speed Dialing is a shared list of up to 100 frequently-dialed numbers (no name) up to 28 characters in length. All users on the system may dial a System Speed Dial number by pressing FEATURE (or # at intercom dial tone on a single-line telephone) and the three digit speed dial code, from 600 through 699. Station Lock / Unlock Station Lock helps to prevent unauthorized people from making outside calls from extensions. Users enter a four-digit code on their telephone dialpad to “lock” your extension. To unlock the phone, the user enters the identical code. Station Message Detail Reporting (SMDR) SMDR is a call reporting feature that provides records of call activity. It is commonly used in many types of business, including Legal, Contact Centers, Sales and Real Estate. Call reporting information allows users to: · Detect any unauthorized calls. · Bill clients or projects. · Bill back by department. · Reduce telephone costs by identifying the need to change telecommunications services · Print Caller ID information. The output is generally sent to a PC running an optional Call Accounting software package. System Groups The system supports the following types of groups: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 77 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Pickup Groups (4 Groups) (INTERCOM 6xx) When a call rings at an extension assigned to a Pickup Group, a user at any other extension in the system can answer the ringing call by dialing the Pickup Group code. The Pickup Group feature helps when a user needs to answer calls on lines or pools not assigned to his or her telephone. · Calling Groups (4 Groups) (INTERCOM 7x / *7x) A Calling Group is a group of extensions that can be called at the same time. Any user in the system can ring or page all extensions in a Calling Group at the same time or transfer a call to a Calling Group. The first extension to pick up the call is connected to the caller. A typical use of this feature is to have callers ring into a Calling Group of sales representatives, or to create a “Page All” group. · Hunt Groups (6 Groups) (INTERCOM 77G / *77G) When extensions are in a Hunt Group, an incoming call searches or “hunts” for the first available extension. · Night Service Group (1 Group) (#504) When Night Service is activated and a call comes in, all extensions assigned to the Night Service Group ring immediately, regardless of normal Line Ringing settings. System Password Allows you to define a four-digit password that users can enter from system telephones to override dialing restrictions (if the extension has access to an outside line) or turn Night Service on and off. Not available on analog telephones. Transfer / Transfer Return You can transfer calls to an extension or group using the TRANSFER button on a system telephone or the switchhook on a single-line telephone. Transferred calls return to the originating extension if they are not answered. You also can program the number of times a transferred call rings before it returns to an extension. Transfer Return to a Programmable Extension This feature provides an option to re-route unanswered transferred calls to an alternate extension. · Programmable on a per extension basis. · The existing System Programming option, Transfer Return Rings, will be used to indicate when transferred calls are returned to the Transfer Return extension. If a call is routed to a transfer return extension and there are no available intercom appearances to terminate the call, the call will continue to alert at the transfer destination until the transfer return extension becomes available. The default value for each transfer return extension is its own extension. Unique Line Ringing / Override Line Ringing This feature allows users to differentiate by sound which line is ringing by assigning a ring pattern to it. Once a ring pattern is assigned to a line, incoming calls on that line ring with the assigned ring pattern. · Eight ring patterns are available. · Unique Line Ringing does not apply to DID calls because the channel used is not guaranteed. · The default is pattern 1. If the Override Line Ringing feature is active, then incoming calls on a line that ring at an extension ring with the configured extension ring pattern. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 78 Issue 27.01.0 (Thursday, September 26, 2013)
  • Visual Voice Messaging Supported on 1400 and 9500 digital telephones only. Allows the user to manage their voice mail messages via their display. Features supported include: · access new /old / saved messages. · next and previous message. · fast forward and rewind. · pause message. · save, delete and copy message to other users of the system. · change default greeting. · change password. · change message status from old / saved to New. Voicemail Options · Bypass Greeting o · After a call goes to an extension's voice mailbox, the caller can press the 1 key to bypass the mailbox greeting and begin recording a message. Change Message Status to New (*06) o This feature provides the ability to change the status of a message from Old or Saved to New. o Users can dial *06 at any time after the Old or Saved message begins to play through the 3 second pause after the caller information portion of the message. · o · The message is moved to the queue of New messages. When a message is marked as New, the system does not initiate a new Voicemail to Email message, but the extension's message waiting light is illuminated. Choice of Language o o · Each Auto Attendant can have a primary language assigned to it. The language applies to the pre-recorded prompts available to that Auto Attendant. This overrides the system language setting. The per-extension Display Language setting will also override the system language and change all the displays, pre-recorded greetings, and prompts to the chosen language. End of Recording options o o If the message is less than 3 seconds, the system will play the following prompt: "Message too short. Deleted. Goodbye." o · When a caller has finished leaving a message in an extension's mailbox, the caller can touch the # key to signal the end of recording of the message. If the message is longer than 3 seconds, the system will play the following prompt: "Your message has been sent. Goodbye." Outcalling Notification o If you use the Outcalling option, Embedded Voicemail will call the number which you have programmed to signal that a new message has arrived in your mailbox. · · The system will make up to 3 attempts (in 5-minute intervals) to contact the user. · · Each user can have 1 number programmed for outcalling notification. After 3 attempts, outcalling notification will cease until another new voice message arrives. Phantom Mailboxes o Provides voice mailbox support for all extensions (10-57), without requiring the physical hardware to be present. Extensions without hardware are called phantom extensions. · o Calls to a phantom extension go directly to voice mail. · Product Description IP Office 9.0 Note: Ports 7 and 8 of an ETR-6 module can be used for phantom extensions even though you cannot plug a phone into them. DTMF breakout service can be used to transfer the call. © 2013 AVAYA All rights reserved. Page 79 Issue 27.01.0 (Thursday, September 26, 2013)
  • o Phantom voice mailboxes: · Default like a normal mailbox. · Can be accessed remotely if the remote access feature of the mailbox is enabled. · Voicemail to Email can be activated for a phantom mailbox via the Simplified Manager. VMS Cover Allows you to turn VMS Cover on and off, routing unanswered intercom and transferred calls for users' extensions to the Call Answer Service of the voice messaging system after the specified number of rings. VMS Cover Ring Interval Allows you to define the number of times a call rings before it is sent to a user’s voice mailbox. VMS Hunt Delay Allows you to determine when outside calls should be answered by the Automated Attendant of the voice messaging system. You can set the system for any number of rings, 0–6. Assigning more rings gives the operator an opportunity to answer calls before they go to the Automated Attendant. VMS Hunt Delay is programmable on a per-line basis. In addition, you can program this feature so that calls can be handled one way during the day and a different way when the system is in Night Service. VMS Hunt Schedule Interval Allows you to determine when outside lines are covered by the Automated Attendant. Options include all the time, only during Day operation (Night Service is off), or only during Night operation (Night Service is on). Voice Mailbox Transfer - Direct Allows you to transfer a call directly into a user's voice mailbox without ringing their extension. Voice Messaging The system has Embedded Voicemail included as standard. All extensions are automatically assigned a mailbox. Embedded Voicemail also provides: · A 2-port, single level Automated Attendant · Separate Morning, Afternoon, Evening and Out of Hours menu greetings with time profiles · Dial by Name capability · Variable hours of storage: o 2-ports = 15 Hours o 4-ports = 20 Hours o 6-ports = 25 Hours · Up to three minutes per message · Fast Forward, Rewind, Replay and Skip capability · Voicemail to e-mail capability · Remote message retrieval · Visual Messaging (on digital telephones only) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 80 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wake-Up Service This feature allows a system phone (x10) to set a Wake-up Call on behalf of another user. · When a Wake-up Call is scheduled, the system will place an intercom call to the target extension at the scheduled time. o Wake Up calls ring for approximately 30 seconds (and overrides DND). o If the target extension is busy on a call or has an alerting call, the Wake Up call is delivered to the phone as an intercom call. o If the Wake Up call is answered, the user will hear Music On Hold if it is active; otherwise, they will hear silence. o If the Wake Up call is not answered, the system will make a 2nd attempt 5 minutes later. · o Product Description IP Office 9.0 If the call is not answered after the 2nd attempt, then the Wake Up call is abandoned. A scheduled Wake Up call occurs once in a 24 hour period. © 2013 AVAYA All rights reserved. Page 81 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 5. Supported Platforms Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 82 Issue 27.01.0 (Thursday, September 26, 2013)
  • 5. Supported Platforms The following platforms are supported: · IP500 · IP500 V2 · IP Office for Linux (Server Edition, Virtualized IP Office) Some features are only supported on the IP500 V2 platform, as summarized in the following table. All other features are supported on all platforms. Feature IP500 IP500 V2 Server Edition Basic Edition – PARTNER® Mode No Yes No Basic Edition – Norstar™ Mode No Yes No Combination cards No Yes No SD cards No Yes No Essential Edition additional ports license No Yes No Norstar™/BCM Digital phones on IP Office No Yes No TCM8 No Yes No DS16A/DS30A and DS16B/DS30B No Yes No Unified Communications Module (UCM) No Yes No SSL/VPN No Yes Yes On-Boarding Automation No Yes Yes SSL/VPN NAPT No Yes Yes IP Office Web Manager No Yes Yes Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 83 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 6. IP Office Server Edition Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 84 Issue 27.01.0 (Thursday, September 26, 2013)
  • 6. IP Office Server Edition IP Office Server Edition Overview The top two requirements that the majority of the mid-sized enterprise customers are looking for in their unified communications solutions are Total Cost of Ownership (TCO) and simplicity. IP Office showcases the best TCO advantage compared to the competition, including one of the simplest solutions to deploy and manage. Differences Between IP Office Server Edition and IP Office Preferred/Advanced Edition Preferred/Advanced Edition Server Edition Capacity 32 locations 1000 users total 7200 BHCC 32 locations 1500 users total 14400 BHCC (Max) Multi-Site (SCN) Freeform Star, mesh, chain SCN trunks anywhere SCN trunk channels licensed Single or double star No additional SCN trunks Unlimited SCN trunk channel licenses Restricted topology allows many optimizations Other H.323 trunk types still allowed Administration Limited centralized (Multisite (SCN) Manager) Fully centralized (Server Edition Manager) Consolidated mode for full centralization. Nonconsolidated mode for freeform per device configuration Licensing Distributed Central pool All common licenses centralized. Some still distributed. All administered centrally User Profile Licenses Telecommuter Mobile Worker Office Worker Power User Office Worker Power User O/G Call Routing no default assistance Simplified SE Manager and default routes allow simpler O/G call routing I/C Call Routing no default assistance Simplified Common ICRs allow simpler I/C call routing and resilience Time Freeform Simplified by default, can still be freeform Primary Server acts as solution time server by default System directory Freeform Simplified by default, can still be freeform Primary Server acts as solution directory server by default Fax transport IP Office T.38 fax transport G.711 fax transport No need to configure codec sets to enforce; G.711 fax transport used automatically SIP Trunk Direct Media to remote device across SCN None Direct media supported Includes SIP Info and RFC to remote H.323 and IP 2833 support DECT endpoints Hunt Groups Freeform Hunt groups only on primary Performance optimized for VMPro location (also on Primary) Automatic resilience when secondary present Overcomes SoftConsole limitations SoftConsole Up to 4 per IP Office Up to 10 on Primary Overcomes SoftConsole IP connectivity and SCN limitations Feature Product Description IP Office 9.0 Server Edition Comments © 2013 AVAYA All rights reserved. Page 85 Issue 27.01.0 (Thursday, September 26, 2013)
  • Add/remove device Manual Integrated via SE Manager Auto population of Multi-Site links and common configuration Device Status/ connectivity Not checked Access and interconnects checked by SE Manager Immediate indication if device offline or incorrectly networked IP Office Initial configuration Manual Automated with Initial Configuration Utility (ICU) Remote install technician without IP Office knowledge Upgrades Individual Centralized Backup/restore Individual per IP Office and per application Centralized Security settings not backed up Embedded VM/AA Supported Not supported Central VMPro only Voicemail Pro Ports 40 100 Additional VMPro ports (up-to 100 Max) can be added on Secondary server for resiliency Voicemail Pro VRL, VRLA, VBA, Database access Supported on Windows VMPro server Not supported CCR Supported Not supported Software distribution Admin DVD + Apps DVD Single ISO distribution Software Only Solution No Yes (Controlled introduction at present) Single management No portal Product Description IP Office 9.0 Use DevConnect Solutions for Call Center/Contact Center/ Call Reporting applications Yes © 2013 AVAYA All rights reserved. Page 86 Issue 27.01.0 (Thursday, September 26, 2013)
  • Server Edition Key Components IP Office address Mid-market via three key components: 1. IP Office software running on a Linux server (required). 2. IP Office software running on the IP500v2 (optional). 3. IP Office Server Edition license (required for each component). Note: The IP500v1 chassis is not supported with IP Office Server Edition. The software running on both the Linux server and the IP Office 500v2 is identical and hence the feature set delivered by the two components are the same (except those listed below) and co-exist as part of a single solution. The Primary Server running the Avaya IP Office Server Edition Linux software is the main server and the only mandatory component required for the IP Office Mid-market offer to work. A secondary Linux server can be added for additional scalability and/or resiliency. The IP Office 500v2 expansion system can also be added for additional scalability or for adding support for analog/digital stations and trunk ports. Following are the server models that Avaya will source: · HP DL360 · Dell R210 Server Edition Deployment Options Increasingly, companies have started adopting a pure IP model with SIP trunking. However, many companies still prefer a hybrid solution with a mix of analog, digital, and IP stations, as well as TDM trunking options. IP Office has been designed with these different solution requirements for different customer needs in mind. The flexibility and variety of the deployment options make the IP Office solution a very versatile solution and caters to different product needs. There are two deployment scenarios for IP Office: 1. Server Edition with pure IP deployment: · All IP phones with SIP trunking everywhere · Use Avaya-sourced server for Applications, IP phones, and SIP trunks 2. Server Edition with hybrid deployment: · A mix of Analog, Digital, or IP phones everywhere · Use Avaya-sourced server for Applications, IP phones, and SIP trunks · Use IP500v2 for TDM stations and trunking Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 87 Issue 27.01.0 (Thursday, September 26, 2013)
  • Server Edition Scalability Engineering Caveats In order to support the maximum numbers in the capacity table, the following caveats apply. · The minimum hardware deployment required is a Primary Server and Secondary Server or a Primary Server and two IP500 v2 Expansion Servers. · To achieve full resilience to any single node failure, the sum of users on the Primary Server and any other node should not exceed 1500 users. Example 1: Primary Server = 750 users, Secondary Server = 750 users, Expansion Server = 500 users. Example 2: Primary Server = 750 users, Secondary Server = 750 users, 2 x IP500 v2 Expansion Server = 250 users each. · A single, central SoftConsole can only see busy status updates for up to 1680 users. Above 1680 users, a local SoftConsole can be placed at each node to provide complete coverage. · 1100 Series and 1200 Series phones are not supported if the solution exceeds 1000 users. · Call handling capacity is reduced from 18000 to 7200 calls per hour (BHCC) when one-X portal users are active. One-X Portal UC clients must not be deployed concurrently on a system with a busy contact center where total system call rate would exceed 7200 calls per hour. Note that the HP DL120 has been replaced with the Dell R210 server. Feature Capacity Users Maximum Solution Users 2000 Maximum users per DL360 (Primary/ Secondary) 1500 Maximum users per DellR210 (Primary/ Secondary) 750 Maximum users per Dell R210 (Expansion) 750 Maximum users per IP500 V2 384 Extensions Total Extensions 2000 Maximum extension per DL360 (Primary/ Secondary) 1500 Maximum extensions per Dell R210 (Primary/ Secondary) 750 Maximum extensions per Dell R210 (Expansion) 750 Maximum DECT R4 Extensions per device 384 Maximum Remote Worker Extensions, HP DL360 256 Maximum Remote Worker Extensions, HP Dell R210 128 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 88 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature Capacity Maximum Remote Worker Extensions, IP500 V2 120 Maximum additional button module buttons per system, Linux 2048 Maximum additional button module buttons per system, IP500 V2 1024 Multisite Network Maximum devices 32 Maximum servers 2 Maximum expansions 30 Trunks Registered SIP Trunks, DL360 (Primary/Secondary) 250 Registered SIP Trunks, Dell R210 (Primary/Secondary) 125 Registered SIP Trunks, Dell R210 (Expansion) 125 Registered SIP Trunks, IP500 V2 125 512 (direct media) Maximum SIP Channels, DL360 (Primary/Secondary) 256 (indirect media) 256 (direct media) Maximum SIP Channels, Dell R210 (Primary/Secondary) 128 (indirect media) 256 (direct media) Maximum SIP Channels, Dell R210 (Expansion) 128 (indirect media) 128 (direct media) Maximum SIP Channels, IP500 V2 120 (indirect media) Maximum trunk channels per SCN, Linux 250 Maximum trunk channels per SCN, IP500 V2 250 Call Processing 18000 with no one-X Portal users active, or remote one-X Port DL360 Server call capacity (BHCC) 7200 with one-X Portal users active server Dell R210 Server call capacity (BHCC) 7200 with or without one-X Portal users active IP500 V2 Expansion call capacity (BHCC) 7200 Overall call capacity (BHCC) 18000/7200 Concurrent VoIP calls: direct media 2000 Concurrent VoIP calls: indirect media, DL360 256 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 89 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature Capacity Concurrent VoIP calls: indirect media, Dell R210 128 Concurrent VoIP calls: indirect media, IP500 V2 VCM 120 Concurrent VoIP calls: indirect media, IP500 V2 RTP relay 120 VCM/transcoding channels, DL360 256 VCM/transcoding channels, Dell R210 128 VCM/transcoding channels, IP500 V2 148 Hunt Groups Maximum Hunt Groups 300 Hunt Group size 750 Total Hunt Group members 3000 Conferencing Conferencing channels, DL360 256 Conferencing channels, Dell R210 128 Conferencing channels, IP500 V2 128 Maximum Conferences, DL360 85x3 Maximum Conferences, Dell R210 42x3 Maximum Conferences, IP500 V2 42x3 Maximum conference size, Linux 1x256 Maximum conference size, IP500 V2 2x64 Paging group size, DL360 128 Paging group size, Dell R210 128 Paging group size, IP500 V2 64 Messaging Mailboxes 2000 Voicemail/ Auto Attendants channels, DL360 150 Voicemail/ Auto Attendants channels, Dell R210 75 Total 150 85 per DL360 Maximum Recording/VRLA channel capacity 42 per R210 42 per IP500 V2 Message store capacity (hrs) Product Description IP Office 9.0 1500 © 2013 AVAYA All rights reserved. Page 90 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature Capacity Single mailbox max capacity (mins) 60 Total call recording capacity (hrs) 333 TTS Channels 40 Voicemail Email users – IMAP/SMTP/MAPI 2000 Exchange Integration – MAPI 490 Productivity One-X Portal active clients on Primary DL360 300 One-X Portal active clients on Primary Dell R210 75 One-X Portal active clients on separate DL360 750 One-X Portal active clients on separate Dell R210 500 SoftConsole active instances, Linux Server/Expansion 10 SoftConsole active instances, V2 Expansion System 4 SoftConsole active instances, SE solution 32 Resilience Server backup extension/users capacity, DL360 1500 Server backup extension/users capacity, Dell R210 750 Single phone failover time 2-3 minutes Maximum complete server failover time, minutes 15 Directory System directory capacity 5000 entries Personal directory capacity 100 per user HTTP/TFTP user list capacity 1680 HTTP/TFTP HG list capacity 750 Networking DHCP server capacity, DL360 1500 DHCP server capacity, Dell R210 750 DHCP server capacity, IP500 V2 384 Minimum DHCP server pools, IPOL 32 DHCP server pools, IP500 V2 8 HTTP phone server clients, DL360 1500 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 91 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature Capacity HTTP phone server clients, Dell R210 750 Startup / Availability Phone service availability after restart, DL360 1000 in 5 minutes Phone service availability after restart, Dell R210 500 in 5 minutes Phone service availability after restart, IP500 V2 384 in 5 minutes Phone upgrade performance, DL360 200 in 50 minutes Phone upgrade performance, DL360 100 in 50 minutes Phone upgrade performance, IP500 V2 50 in 50 minutes Server Edition Resiliency IP Office resiliency can be divided into three distinct categories. Note: The Primary and Secondary servers can be C-located or can be on separate locations to support GeoRedundancy. 1. Hardware Resiliency · RAID support · Dual PSU on Avaya sourced HP DL360 G7 2. Users and Application Resiliency · VMPro server – Primary + Backup in 1+1 redundant active/passive configuration. Manual or autofailback control. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 92 Issue 27.01.0 (Thursday, September 26, 2013)
  • · IP Phones – 1:1 resilience to backup IP Office. Manual failback control (Phone reset). Avaya H.323 phones only. Note: Expansion systems (gateways) cannot act as backup nodes for the Linux Servers. · Hunt groups - 1:1 resilience to backup Server. Auto-failback control (device rediscovery – idle group). · Inter IP Office device links – Multi-Site Network (SCN) backup. Double star. 1:1 resilience. Autofailback control (device rediscovery) · Inter IP Office device links – PSTN backup. M:N resilience via Alternate Route Selection (ARS). Autofailback control (link availability) · Trunks – M:N resilience via ARS. Auto-failback control (trunk availability) · Incoming Call Routes – Incoming Call Routes are common to all devices hence persist on user failover 3. Trunk Resiliency · PSTN Back-up Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 93 Issue 27.01.0 (Thursday, September 26, 2013)
  • Centralized Management The IP Office Server Edition management framework includes a Web Control GUI that acts as key element for centralized management and provides solution-wide status and control. From this control GUI page, installers can manage and control the different Linux sub-systems and various global controls like back-up and restore, software upgrades, inventory management, and more. This web control GUI also acts as a central repository for other management tools including IP Office Manager, VMPro Manager, one-X Portal Manager, SSA, and system monitor, as well as security, password, and inventory management. The IP Office Manager can be launched directly from the web control GUI. If the manager tool does not exist, the web control GUI automatically downloads and installs the latest version of the manager tool. The following PBX functions are solution-wide at a multi-site level: · Users · Hunt Groups · Short Codes · Incoming Call Routes · Directory · Time Profiles · Account Codes · User Rights Templates Several templates are supported and can be created from the IP Office Manager in the Server Edition mode: · Line, User · Extension · Hunt Group · Firewall · IP Route · Time Profile · ARS entries Note: IP Office Manager supports both online as well as offline configuration modes. Backup and Restore IP Office Server Edition has several backup and restore options: · Automated 24 hour local backup of firmware, configuration, and security settings (not Linux packages) · Manual backup/restore commands from Phone, SSA, Manager · Automated use of backup copy on restart errors · IP Office Manager for Server Edition saves a complete set of configuration files on Primary Server and can optionally save to local PC directory · VMPro and one-X Portal can be administered to save periodic backup sets on the Primary Server (manual or automatic) · Primary Server has manual Backup/Restore commands on Web Control that copies all backup file sets Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 94 Issue 27.01.0 (Thursday, September 26, 2013)
  • · No automated options · No application packages Installation and Upgrades 1. A single distribution contains the software components for the whole solution, which includes the server and user applications, as well as phone and Avaya Office 500 firmware. 2. Avaya servers come with distribution pre-installed. 3. Linux servers support a web based 'Ignition' process to personalize them for their intended use: a. Primary b. Secondary c. Linux Expansion d. one-X Portal server 4. A simple, single screen utility (Initial Configuration Utility) is run automatically to allow an Avaya Office device to be centrally-detected and administered as part of the solution. 5. Upgrades are automated, solution-wide, and centrally-managed. Ignition Process The IP Office Ignition process involves using a simple utility to seamlessly add/install expansion systems such that they can become part of a single logical Server Edition multisite network. This utility is designed for installers who lack detailed IP Office knowledge. The installer needs to know some basic LAN and Primary/ Secondary Server information and must pre-populate most fields with existing data. Much of the configuration is handled behind the scenes and includes security settings, multi-site networking (SCN) trunks, users, extensions, voicemail, directory, time, ARS, short codes, etc. Serviceability IP Office supports serviceability via SSL/VPN technology. The SSL/VPN client is embedded in the IP Office software (both for IP500v2 and Linux). The server side is the Avaya VPN Gateway (AVG). AVG is virtualized software can be loaded on any server (see server hardware requirements). Note: Please refer to SSL/VPN Remote Access Product Description IP Office 9.0 308 for more details on Serviceability. © 2013 AVAYA All rights reserved. Page 95 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 7. IP Office 500 Platform Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 96 Issue 27.01.0 (Thursday, September 26, 2013)
  • 7. IP Office 500 Platform IP Office is a modular communications solution that scales from 2 to 384 extensions on a single platform. IP Office supports up to 32 sites and 1000 users in a multi-site network with resilient and redundant capabilities. It provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP telephone and trunk support that can be used in either mode or both concurrently. IP Office has data capabilities built in, providing IP routing, switching and firewall protection between LAN and WAN (LAN2). IP Office has a web based applications suite that delivers contact center reporting, voice and email messaging, Interactive Voice Response, conferencing and computer telephony integration. IP Office solutions are built from hardware units and application software. Hardware provides the connectivity for voice and data circuits and processor units for the solution software. Each IP Office solution will require a system control unit (IP500 V2), trunk connections to service provider, and expansion modules for TDM telephone cabling. IP Telephones connect over LAN connections to the IP Office solution. IP Office 500 Control Unit The IP500 V2 control unit is compatible with all IP500 base extension and Voice Compression Modules (VCM) cards as well as all external IP500 expansion modules. IP500 V2 is a stackable unit with an optional 19" rack mounting kit and an optional wall mounting kit for smaller configurations. The control unit provides the following functionality: · 4 slots to house a mixture of extension cards and VCM cards and the Unified Communications Module: o o TCM8 Station card supporting select Nortel digital telephones (IP500 V2 control unit only) o Phone 2 and Phone 8 cards o VCM32 and VCM64 cards o 4-Port Expansion card o ETR6 port phone card (IP500 V2 only, North America only) o Combination Card with 10 VCM channels, 4 analog trunks, 6 Digital Station (DS) and 2 Phone ports (IP500 V2 only) o · Digital Station 8 card. Supporting IP Office digital telephones Combination Card with 10 VCM channels, 2 BRI trunk interfaces (4 channels), 6 Digital Station (DS) and 2 Phone ports (IP500 V2 only) Optional trunk card support: o Analog Trunk Module 4 card o BRI4 and BRI8 cards (2 x 2B+D and 4 x 2B+D channels respectively) o Single and Dual Universal PRI cards o IP500 Legacy Card Carrier: this card allows up to two IP400 Trunk or VCM Cards to be used with the IP500 control unit o IP500 V2: 2 Slots for SD cards (System and optional) – System SD card is required for system operation as well as licensing of optional features and storage for embedded voicemail in Essential Edition. o 9-pin RS232 DTE Port for maintenance. o Support for up to 12 IP500 Expansion Modules: · · Digital Station modules (16A, 30A) supporting Nortel telephones with RJ21 connector (IP500 V2 control unit only) · Analog Trunk Module 16 · IP500 So8 module · Product Description IP Office 9.0 Digital Station modules (16, 30) supporting IP Office telephones with RJ45 connector · o Phone modules (16, 30) IP400 expansion modules (not WAN3 10/100 or Network Alchemy modules) External output socket supporting two relay on/off switch ports, e.g. for door entry systems © 2013 AVAYA All rights reserved. Page 97 Issue 27.01.0 (Thursday, September 26, 2013)
  • o Audio input port for external music on hold source o 48 Data channels o Up to 40 voicemail ports o Two 10/100 switched Ethernet ports (Layer 3) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 98 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Base Cards The IP500 control unit has 4 slots for the insertion of cards. These cards can be divided into two types; base cards and trunk cards. Base cards include a front panel and ports for cable connections. Trunk cards can be added to a base card in order to provide additional facilities (typically trunk connections). The following base cards are available: · IP500 Digital Station 8 Card · IP500 Digital TCM Station 8 Card · IP500 Analog Phone 2 Card and Phone 8 Card · IP500 VCM Card · IP500 4-Port Expansion Card · IP500 Legacy Card Carrier 104 · ETR 6 Port Phone Card (Maximum 3, IP500 V2 only) · Combination Card with 4 Analog Trunks · Combination Card with 2 BRI Trunks Product Description IP Office 9.0 103 100 (Maximum 3) 100 (Maximum 4) 101 (Maximum 4) (Maximum 2) 101 103 (Maximum 1) (Maximum 2) 102 102 (Maximum 2, no trunk card, IP500 V2 only) (Maximum 2, no trunk card, IP500 V2 only) © 2013 AVAYA All rights reserved. Page 99 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Digital Station 8 Card This card provides 12 RJ45 ports. The first 8 ports are DS ports for the connection of Avaya digital telephones other than IP telephones. The card can be fitted with an IP500 trunk card, which then uses the additional 4 RJ45 ports for trunk connections. A variant of the digital station card, Digital Station TCM8, supports select Nortel digital telephones. Refer to the Telephone section for details. · This card accepts one IP500 trunk card of any type. · This card supports selected Avaya 2400, 5400 and 9500 Series telephones, plus T3 telephones(EMEA only) and 3810 wireless telephones (North America only). · 4400 Series telephones (4406D, 4412D and 4424D) are not supported on this card, only on Digital Station expansion modules. Therefore a maximum of 360 x 4400 Series telephones are supported in the system. · 6400 Series telephones are supported but only if you are running pre-Release 7.0 in IP Office 'mode' (the phone will work after Release 7.0, but it will not be supported). IP500 Analog Phone 2 Card This card provides 2 analog extension ports (1-2) for the connection of analog telephones. The card can be fitted with an IP500 trunk card, which then uses the last 4 RJ45 ports (9-12) for trunk connections. · This card accepts one IP500 trunk card of any type. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 100 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Analog Phone 8 Card This card provides 8 analog extension ports for the connection of analog telephones. The card can be fitted with an IP500 trunk card, which then uses the additional 4 RJ45 ports for trunk connections. · This card accepts one IP500 trunk card of any type. When fitted with an Analog Trunk card, it provides a single power-fail port. IP500 ETR 6 port Phone Card This card can be fitted with an IP500 trunk card, which then uses the additional 4 RJ45 ports for trunk connections. A maximum of three of these cards is allowed in the IP500 V2 control units. This card · accepts one IP500 trunk card of any type. When fitted with an Analog Trunk card, it provides a single power-fail port. · works in IP500 V2 only. · is only supported by the IP Office Basic Edition - PARTNER Mode Product Description IP Office 9.0 24 . © 2013 AVAYA All rights reserved. Page 101 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Combination Card with 4 Analog Trunks This card works in the IP500 V2 only and provides: · 4 Analog trunk ports. · 2 Analog extension ports for the connection of analog telephones. · 6 Digital Station (DS) ports for the connection of Avaya digital telephones. · 10 VCM channels to support IP telephones or voice networking. This card already includes an IP500 trunk card, therefore no additional trunk card is possible. It provides a single power-fail port (port 8). A maximum of two of these cards is allowed in the control unit. IP500 Combination Card with 2 BRI trunks This card works in the IP500 V2 only and provides · 2 BRI trunk ports (4 channels). · 2 Analog extension ports for the connection of analog telephones. · 6 Digital Station (DS) ports for the connection of Avaya digital telephones · 10 VCM channels to support IP telephones or voice networking This card already includes an IP500 trunk card, therefore no additional trunk card is possible. A maximum of two of these cards is allowed in the chassis. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 102 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 VCM Card This card provides voice compression channels for use with VoIP calls, SIP trunks and IP-based voice networking. The module is available in variants supporting 32 or 64 channels. The maximum number of voice compression channels supported, using IP500 VCM base cards, Combination Cards and / or IP400 VCM cards on IP500 Legacy Card Carriers, is 148. Please note, the maximum number of channels which may be used on each IP500 VCM card varies according to the codec used, as shown in the following table. Maximum VCM channels available, by codec type: VCM 32 Card VCM 64 Card Combination Card G.711 32 64 10 G.729 30 60 10 G.723 22 44 10 G.722 30 60 10 · This card accepts one IP500 trunk card of any type. For more details about VCM channel requirements please refer to IP Telephony 267 . IP500 4-Port Expansion Card · This card provides connectors for 4 additional expansion modules. · The 4-port expansion card must be inserted in slot 4 of the control unit. · It is not possible to connect a trunk card to the 4-port expansion card. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 103 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Legacy Card Carrier This card allows a variety of IP400 trunk or VCM cards to be used with the IP500 control unit. The front of the card includes a number of panels that can be snapped off to match the ports available when an IP400 trunk card is fitted. · · The IP500 control unit can accept up to 2 IP400 trunk or VCM cards by mounting each card on an IP500 Legacy Card Carrier · · · · · · This card does not accept any IP500 trunk cards. This card supports the following IP400 cards: PRI T1 Dual PRI T1 PRI 30 E1 (1.4) Dual PRI E1 PRI 30 E1R2 RJ45 · · · · Dual PRI E1R2 RJ45 ANLG 4 UNI BRI-8 (UNI) VCM 4 · · · · VCM VCM VCM VCM 8 16 24 30 IP500 Trunk Cards IP500 trunk cards can be fitted to existing IP500 base cards to provide support for trunk ports. The trunk card uses the ports provided on the base card for cable connection. The addition of an IP500 trunk card is supported on IP500 Digital Station, IP500 Analog Phone and IP500 VCM base cards. They are not supported on the IP500 Legacy Card Carrier base card. In systems with both Analog Phone 8 base cards and analog trunk cards, combining the two types are recommended as it then provides analog power failure support for one trunk/extension (not applicable to the Analog Phone 2 base card). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 104 Issue 27.01.0 (Thursday, September 26, 2013)
  • Each trunk card is supplied with the spacer pegs required for installation and a label to identify the card's presence on the physical unit once installed. · IP500 Analog Trunk Card (Maximum 4). · IP500 BRI Trunk Card (Maximum 4). · IP500 Universal PRI Trunk Card (Maximum 4). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 105 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Analog Trunk Card This card can be added to an IP500 Digital Station card, IP500 Analog Phone base card, or IP500 VCM card. It allows that card to then also support 4 analog loop-start trunks. Only one analog V.32 modem is supported on a system. · When fitted to an IP500 Analog Phone 8 base card (not Phone 2), the combination supports 1 power failure extension to trunk connection. · The card provides a V32 modem for remote access (only one per system)--supported on ETR and TCM cards. IP500 BRI Trunk Card (Euro ISDN) This type of card can be added to an IP500 Digital Station card, IP500 Analog Phone card, TMC8 card or IP500 VCM card. It allows that card to then also support up to 4 BRI trunk connections, each trunk providing 2B+D digital channels. The card is available in 2 port (4 channels) and 4 port (8 channels) variants. The ports on IP500 BRI cards can be individually configured to operate as an S-interface (S0 mode). When set as an S interface the settings for the Line will be exactly the same as for a circuit on an So8 Expansion Module. · These trunks support the mobility features of Mobile Call Control and one-X Mobile client Product Description IP Office 9.0 248 . © 2013 AVAYA All rights reserved. Page 106 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Universal PRI Trunk Card This type of card can be added to an IP500 Digital Station card, IP500 Analog Phone card, TMC8 card or IP500 VCM card. It allows that card to then also support primary rate digital trunk connections. Available in single and dual versions the IP500 PRI card provides single and dual primary rate trunk interfaces respectively. The PRI is configurable for T1, E1 or E1R2 MFC use depending on the territory. Details of the supported ISDN supplementary services and protocols for each PRI are given in the 'Public and Private Voice Networks' section. The IP500 Universal PRI trunk cards incorporate an integrated CSU/DSU. The CSU function allows the trunk to be put in loop-back mode for testing purposes. This can be set manually, using the monitor application, or automatically from a Central Office sending a Line Loop Back (LLB) pattern. The DSU function allows the T1 trunk to be shared between data and voice services. Here is a summary of the capabilities of the card: · Each card is configurable to connect to T1, E1 or E1R2 lines. · The card is available in either a single or dual PRI variant. The single variant can support up to 24 T1 channels or up to 30 E1 channels. The dual variant can support up to 48 T1 channels or 60 E1 channels. · Support for ETR card · On each card, 8 channels per interface are enabled by default. This means that the single PRI has 8 channels enabled, while the dual PRI has 8 channels enabled on each of the two circuits. Further channels may be enabled by the purchase of additional licenses in 2-channel or 8-channel increments. · The IP500 PRI trunk card works on any IP500 VCM or extension base card (not the Legacy Card Carrier) · Up to four Universal PRI cards can be installed in any combination in the IP500 or IP500 V2 control unit · Diagnostics capabilities: o o · Visual indicators to show service state Physical test points to monitor traffic. These trunks support the mobility features of Mobile Call Control and one-X Mobile client Product Description IP Office 9.0 248 . © 2013 AVAYA All rights reserved. Page 107 Issue 27.01.0 (Thursday, September 26, 2013)
  • External Expansion Modules Each of these modules may be used with the IP500 · IP500 Phone Expansion Module 108 Available in two variants for 16 or 30 analog extensions with calling line presentation. · IP500 Digital Station Expansion Module 109 Available in three variants for 16 or 30 digital extensions. · IP500 Analog Trunk 16 Expansion Module 111 (US version only) Provides 16 analog loop start or ground start trunks, with power failover of two trunks. IP500 Analog Phone Expansion Module The IP500 module provides additional analog telephone interfaces: · Two Wire. · DTMF signaling (No rotary or Loop Disconnect). · Time Break Recall (No Earth Recall). · Message Waiting Indication (MWI) capable - High Voltage, Pulsed High Voltage, Line Reversal. IP Office Phone Modules provide support for a variety of analog MWI methods. These methods are 51V Stepped, 81V, 101V and Line Reversal. Each analog port can support a device of maximum 1 REN. On analog ports, call information is sent while the phone is ringing, and cannot be updated during a call or set on an outbound call (the phone may do a local match but this is not controlled by the IP Office). The primary purpose of displays is to give information about incoming calls. Where the Caller Display standard chosen supports the delivery of text (extension name) as well as the number, both are delivered. An analog extension port can be set for external Paging operation. It does not operate like a normal extension and is connected to external equipment through an isolation device. The Port will always be busy so it cannot be called directly and can only be accessed by using a paging feature. When not receiving a Page, the port will remain silent. When being paged, the page tone is sent before the speech path is opened. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 108 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Digital Station Modules This expansion module provides additional Digital Station (DS) ports for selected Avaya 1400, 2400, 4400, 5400, 9500, 6400, T3 (EMEA only) Series telephones and 3810 wireless telephones (North America only). The IP500 Digital Station module is available in several variants; 16 or 30 extensions, supporting IP Office telephones with RJ45 connectors and supporting Nortel telephones with RJ21 connectors. Refer to the Telephone section for Nortel phone support. For installations in a rack, this module requires the IP500 Rack Mounting Kit. The IP500 Digital Station Module is functionally identical to the IP400 Digital Station V2 Module. For systems where Direct Station Select (DSS) Units are being used, IP Office supports a maximum of: · BM32: (1616) Up to 32 DBM32s supported (32 buttons each, up to 1024 buttons). · DSS4450: (4412D+, 4424D+) Up to 8 DSS4450 modules per system (maximum of 2 per DS expansion module) (50 buttons each, max 400 buttons). · DBM32: (1416) Up to 32 DBM32s supported (32 buttons each, up to 1024 buttons). · BM12: (9508 digital; 9608 and 9641 IP telephones) Up to 36 buttons supported per telephone (3xBM12), up to 1024 buttons per system · EU24/EU24BL: (4620, 4621, 5420, 5620, 5621/4620, 4621, 5620, 5621) Up to 8 EU24s per system (24 buttons each, max 196 buttons). · SBM24: (9630G, 9640, 9640G, 9650, 9650C) Up to 42 SBM24 per system (24 buttons each, up to 1008 buttons). · T3 Series: (All T3 telephones) Up to 30 T3 DSS modules supported. (36 buttons each, up to 1080 buttons). T3 DSS buttons are not included in the overall system limit for additional button module buttons. The IP500 Phone module is available in three versions, giving either 16 or 30 extensions. Refer to the following sections for information on the telephones supported on each module: · DS16/DS30 · DS16A/DS30A 110 · DS16B/DS30B 110 110 See the Telephones Section modules. Product Description IP Office 9.0 113 for specific limits on the number of each type of telephone supported on DS © 2013 AVAYA All rights reserved. Page 109 Issue 27.01.0 (Thursday, September 26, 2013)
  • DS16/DS30 The DS16/DS30 modules support Avaya digital telephones only. · DS16 – provides additional 16 digital station ports · DS30 – provides additional 30 digital station ports Telephones can be located up to 3280 feet (1km) from the control unit. For extensions located "out-of-thebuilding" additional line protection will be needed. For more information on cabling and out of building guidelines, see the IP Office Installation Manual. DS16A/DS30A The DS16A/DS30A modules support legacy BCM, Norstar and M-Series telephones. DS16A/DS30A modules do not support BCM/Norstar ATA-2 or Avaya IP Office telephones. If you have legacy telephones and Avaya telephones, IP Office will support a combination of DS16/DS30 and DS16A/DS30A modules. Up to 12 digital station modules are supported. · DS16A – provides additional 16 digital station ports (BCM, Norstar T-Series and M-Series telephones only) · DS30A – provides additional 30 digital station ports (BCM, Norstar T-Series and M-Series telephones only) Telephones can be located up to 400m/1300 feet without SAPs or 650m/2100 feet with SAP from the control unit. For extensions located "out-of-the-building" additional line protection will be needed. For more information on cabling and out of building guidelines, see the IP Office Installation Manual. DS16B/DS30B The DS16B/DS30B modules can operate in either mode and support the same sets as the digital station 8 or the DS16A/DS30A. Telephones can be located up to 400m/1300 feet without SAPs or 650m/2100 feet with SAP from the control unit. For extensions located "out-of-the-building" additional line protection will be needed. For more information on cabling and out of building guidelines, see the IP Office Installation Manual. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 110 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP500 Analog Trunk 16 Module This expansion module provides an additional sixteen Loop Start or Ground Start two-wire analog trunks. (Ground start trunks are not available in all territories) The first two trunks on the module which are automatically switched to power fail sockets on the rear of the unit in the event of power being interrupted must be loop start for correct power fail operation. For installations in a rack, this module requires the IP500 Rack Mounting Kit. The IP500 Analog Trunk 16 Module is functionally identical to the IP400 Analog Trunk 16 Module. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 111 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 8. Telephones Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 112 Issue 27.01.0 (Thursday, September 26, 2013)
  • 8. Telephones With a wide choice of desktop telephones, supporting both digital and IP interfaces, Avaya IP Office always has the right phone for a user. The portfolio is further enhanced with solutions for in-building wireless mobility, both using DECT and WiFi technology as well as the IP Office Video Softphone. There is an easy way to select the right phone for your customer: 1. Decide on phone line: Cost efficient value line, key centric with paper labels? Or easy to maintain self labeling telephones, for customers where low TCO is important and installation and upgrading cost are a concern 2. Decide on Interface: Forward looking IP telephones for a Voice ready IP network? Or more traditional digital telephones, e.g. twisted pair cabling? Avaya gives the choice, while maintaining a consistent user interface and consistent functionality across both lines. 3. Decide in User profile: What role does the user have? Is he an everyday user, needing a standard phone workhorse? Or does he – e.g. as a manager – have to handle many calls? The User profiles give an easy way to get the right phone in each category for each person. Key-driven telephones for the cost-sensitive customer The 1600 IP telephone and 1400 digital telephones are classical, cost effective Telephones designed especially around the needs of the Small and Mid-Size Business customer. Keys with clear red and green LEDs make access to lines and feature a breeze. These telephones are especially well suited for cost sensitive customers as well in scenarios where “key-system-functionality” is needed. They provide an easy migration path for users that have been accustomed to e.g. the 4400 line or the PARTNER line of digital telephones. Paperless telephones for fast installation and cost efficient changes: The new 9600 IP telephones, as well as the 9500 Digital telephones are especially welcomed where a low cost of ownership is important. All telephones are equipped with paperless keys, making it easy to change features and button assignments from remote. Shift/page button allows access to a large number of lines or features that are shown dynamically in the display, making access to IP Office functionality easy while providing a clean, simple to use user-interface. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 113 Issue 27.01.0 (Thursday, September 26, 2013)
  • Speakerphone options Full-duplex speakerphone options are available for people that need a high quality personal speakerphone. All speakerphones are for personal use for one or two people sitting in front of the phone, not for a groupconferencing with people surrounding the phone. Access to telephones everywhere in and IP Office Network (SCN): With support of hotdesking across a large line of telephones, IP Office telephones are perfect in an environment where people change their workplace regularly. With a simple login, users can make any telephone, digital or IP, their personal extension. This works not only in a single IP Office but also across a Multi-Site Network (Small Community Network), making traveling from one company site to another a breeze. Even better, on 9600, 1600 and 1400 telephones, this functionality has been further enhanced by providing a centralized call log, directory and personal settings. When hotdesking to a different phone, call-logs and directory are instantly updated and synchronized over the network, eliminating e.g. lost calls as the call log was not available at a remote site. The right phone for every user: Avaya IP Office Desktop telephones are designed to meet typical user needs in the small and mid business market: Usage Description Applicable Phone Type(s) Example User Walk Up Telephones in common areas like a meetings room, lobby or store. The telephones are normally used by casual users that walk-up to a phone where they make a quick phone call. Normally, no sophisticated features are needed. 1603, Digital:1403 Customer, Visitor, Meeting room phone Everyday Users that need a phone on their desk as part of their everyday job. While having a phone is important, the phone is just another tool on the desk for users using several alternative communication technologies. IP 1603SW (Basic Everyday), 1608, 9608, Digital:1408, 9504, 9508 Engineer, Accountant Receptionis A typical user manages a lot of calls, t/Assistant often as a significant part of their job. In many cases they also manage calls for others users and need to be efficient in connecting callers to the right people. Executive Product Description IP Office 9.0 IP 1616 optional with Executive Assistant, BM32, 9608 optional Receptionist with BM12; 9621, 9641 with optional BM12, Digital: 1416 with optional DBM32 9508 with optional BM12 For these users, handling a lot of IP 9621, 9641, calls is essential and they are Digital: 9508 with constantly on the phone. Quite often, optional BM12 they handle multiple calls; they must always be connected, even when mobile. They require a set of rich, yet easy to use communication capabilities. Sales Executive, Banker, Lawyer, Project leader © 2013 AVAYA All rights reserved. Page 114 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9600 and 96x1 Telephones 9600 Series IP Telephones Avaya one-X Deskphone is a family of next generation IP telephones that delivers a new and unique communications experience to drive increased productivity. The Avaya one-X Deskphone family features an intuitive user interface which helps to make users proficient and confident in performing common telephone tasks such as setting up a conference call or completing a transfer. With high quality audio it is much easier to hear and understand other people, which speeds business while reducing fatigue and stress. The Avaya 9600 Series Deskphones are built with future growth and enhancement in mind, with many modular add-ons that can be added as they are needed – protecting investments and leading to improved total cost of ownership. The new telephones also feature a very stylish and professional design including support for customized display screen saver images and custom faceplates with company logos. Common to all phones of the 9600 line on IP Office are two access modes to important IP Office features: Features can be assigned to the line/feature key of the telephone for easy and quick one-touch selection of the functionality giving users of other Avaya telephones a consistent user-interface. In addition the features can be accessed through a menu, allowing quick access to seldom used features or even functionality that is not administered to a key. Similar to menus found on mobile and smartphones, this intuitive, “self-service” access frees the user from limits imposed by the number of keys on a telephone and allows access to the vast functionality of IP Office. The status indication presents a clear view of important call settings like call forwarding numbers. Visual Voice gives menu access to the voicemail messages received by a user for quick retrieval of the most critical information. Personal and centralized directory access makes calling a breeze. A centralized call log allows one-touch callback of missed calls, and is fully synchronized with other Avaya IP telephones or the one-X Portal application. Full user mobility between different 9600 telephones, 1600 telephones and 1400 digital telephones support hotdesking and user mobility between different telephones with access to all the features found on the ‘home’ phone. Customers are becoming more aware of the need to conserve energy due to costs and environmental considerations. The 9600 Series telephones have best in class power performance with the 9620L meeting PoE Class 1, and all other models being Class 2, including the Gigabit versions. Over the life of a product the reduced power demand of the 9600 Series results in significant cost savings for customers when compared to other competitive offerings that require more power, such as PoE Class 3 devices. Please note that the 9600 telephones as well as the 9500 telephones are supported on IP Office IP500 and IP500 V2 hardware only. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 115 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9620L, 9620C IP Telephones Avaya 9620 IP Telephones are specifically designed for the everyday telephone user – those who typically rely on multiple communications tools such as e-mail and instant messaging (IM), yet still require a high quality and intuitive telephone for voice communications. The Avaya one-X Deskphone family features an intuitive user interface which helps to make users proficient and confident in performing common telephone tasks such as setting up a conference call or completing a transfer. With access to up to 12 lines and features through a simple-to-navigate interface, plus a clear view of 3 lines/ features with LED indicators, the telephones are efficient to use while the small footprint consumes minimal space on a user's desktop. Works on: IP Office Communication Manager 9620L 9620C Common Features Display/Housing: · 7-line 3.45 inch backlight graphical display with 320 x 160 pixels. 9620L: grayscale; 9620C: color · Flip stand/dual position Fixed Buttons: 10 plus Four-way navigation cluster button. · Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED), Speaker button (LED), Headset button (LED). · Avaya Menu button (browser, options and settings access), Telephony application button – to return to main telephone screen. · Contacts button, Call log button (LED), quick-access voicemail Message button with LED and corner message indicator. Programmable/Contextual buttons: · 4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and more. · 12 virtual Appearance/Feature buttons, accessible through navigation cluster. Three features shown at a time with three LED indicators. Key Labels: Icons and text used on fixed feature keys. Features Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding. Speakerphone: Full duplex speakerphone Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic coupler. Message Waiting Indicator: Yes - also useable as a ringing call alert indicator. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 116 Issue 27.01.0 (Thursday, September 26, 2013)
  • Personalized Ring Patterns: Yes - 8. Headset Socket: Yes. Embedded Applications: · Centralized call log and contact application, fully transparent between 9600 telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office. · Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). Please note that the Voice-dial feature of the 9600 telephones on Communication Manager is not available on IP Office. · Access to company directory and Visual Voice applications on IP Office. External Applications: WML Application Interface Upgradeable Firmware: Yes. Expansion: · Adapter interface: 9620L none, 9620C, one expansion module interface for e.g. Gigabit Ethernet adapter. · USB adapter: 9620L none, 9620C: yes Color: Black. Mounting: Desk or wall mountable with optional wall mount adapter. Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and Russian (English and 4 of the other languages at once in the phone). Note: While it may be possible to download other languages onto the phone, this will not be applicable to any data sent by IP Office. If you switch the language to any other not listed above, the display will show a mixture of the new language and the user’s default language on IP Office. Requirements for IP Interface Power Supply: IEEE 802.3af Power over Ethernet (PoE) or optional wall plug local power supply. 9620L: PoE Class 1, 9620C PoE Class 2 Codecs/audio: G.711, G.729a/b, G.726, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain Control. Ready for future support of G.722 wideband codec. QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN). SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with VLAN separation. Support of optional Gigabit Ethernet Adapter: 9620L: external. 9620C integrated adapter using adapter interface. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 117 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9630G, 9640, 9640G Telephones Smart, sleek, stylish and highly functional, the Avaya 9640 IP Telephone is designed for the Essential user, those for whom the telephone is essential in order to perform their jobs. Workers who conduct much of their business on the phone — moving from one call to the next. The Avaya 9630/9640 delivers advanced communications capabilities — high definition audio, a brilliant high resolution pixel based color display on the 9640, an integrated WML application interface, one-touch access to Avaya IP Office mobility or forwarding features — in a solution designed for those who are absolutely dependent on voice communications for their business operations. With built in Gigabit Ethernet on the 9630G and 9640G, these telephones are also perfectly suited for customers with very high requirements for data network performance. Works on: IP Office Communication Manager 9630G 9640 9640G Common Features Display/Housing: · 10-line 3.8 inch backlight graphical display with 320 x 240 pixels. 9630G: grayscale; 9640 and 9640G: color · Flip stand/dual position Fixed Buttons: 11 plus Four-way navigation cluster button. · Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED), Speaker button (LED), Headset button (LED). · Avaya Menu button (browser, options and settings access), Telephony application button – to return to main telephone screen. Call Forward shortcut button · Contacts button, Call log button (LED), quick-access voicemail Message button with LED and corner message indicator. Programmable/Contextual buttons: 10. · 4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and more. · 6 self-labeled Appearance/Feature buttons with LED for access to 24 administered Appearances/ Features at the side of the display. Key Labels: Icons and text used on fixed feature keys. Features Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding. Speakerphone: Full duplex speakerphone Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic coupler. Message Waiting Indicator: Yes - also useable as a ringing call alert indicator. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 118 Issue 27.01.0 (Thursday, September 26, 2013)
  • Personalized Ring Patterns: Yes - 8. Headset Socket: Yes. Embedded Applications: · Centralized call log and contact application, fully transparent between 9600 telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office. · Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on IP Office. · Access to company directory and Visual Voice applications on IP Office. External Applications: WML Application Interface Upgradeable Firmware: Yes. Expansion: · 2 Adapter interface: · USB 1.1 adapter · SBM24 Module interface for up to 3 x SBM 32-button expansion modules (Note: If more than one button module is used, Power Class of phone needs to be switched to Power Class 3) Color: Black. Mounting: Desk or wall mountable with optional wall mount adapter. Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and Russian (English and 4 of the other languages at once in the phone). Note: While it may be possible to download other languages onto the phone, this will not be applicable to any data sent by IP Office. If you switch the language to any not listed above, the display will show a mixed of the new language and the user’s default language on IP Office. Requirements for IP interface Power Supply: IEEE 802.3af Power over Ethernet (PoE) or optional local power supply: Power Class 2 for all models including GiG-E versions. Codecs/audio: G.711, G.729a/b, G.726, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain Control. Ready for future support of G.722 wideband codec. QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN). SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: · 9640: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with VLAN separation. · 9630G/9640G: Gigabit Ethernet (10/100/1000) line interface with a secondary 10/100/1000 port for co-located laptop or PC with VLAN separation. · Support of optional integrated Gigabit Ethernet adapter using adapter interface. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 119 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9650, 9650C IP Telephones Smart, sleek, stylish and highly functional, the Avaya 9650 IP Telephone is designed for the Essential and Navigator user profiles who need one touch access to features and bridged appearances of team/Partner buttons. Building receptionists, executive admin staff are examples of Navigator users who answer incoming calls, transfer customers to other extensions and monitor several bridged appearances throughout the day. This is the ideal solution for receptionists, executive assistants, Contact Center Agents as well as Knowledge workers that need quick access to partner and team features. Works on: IP Office Communication Manager 9650 9650C Common Features Display/Housing: · 9-line 3.8 inch backlight graphical display with 320 x 240 pixels. 9650: grayscale; 9650C: color · Flip stand/dual position Fixed Buttons: 10 plus Four-way navigation cluster button. · Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED), Speaker button (LED), Headset button (LED). · Avaya Menu button (browser, options and settings access), Telephony application button – to return to main telephone screen. · Contacts button, Call log button (LED), quick-access voicemail Message button with LED and corner message indicator. Programmable/Contextual buttons: 15. · Four contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and more. · 3 self-labeled Appearance/Feature buttons with LED for access to 24 administered Appearances/ Features at the side of the display. · 8 Additional self-labeled Appearance/Feature buttons with LED with direct access to 2 x 8 Appearances/Features. Key Labels: Icons and text used on fixed feature keys. Features Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding. Speakerphone: Full duplex speakerphone Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic coupler. Message Waiting Indicator: Yes - also useable as a ringing call alert indicator. Personalized Ring Patterns: Yes - 8. Headset Socket: Yes. Embedded Applications: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 120 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Centralized call log and contact application, fully transparent between 9600 telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office. · Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on IP Office. · Access to company directory and Visual Voice applications on IP Office. External Applications: WML Application Interface Upgradeable Firmware: Yes. Expansion: · 2 Adapter interface: · USB 1.1 adapter · SBM24 Module interface for up to 3 x SBM 32-button expansion modules (Note: If more than one button module is used, Power Class of phone needs to be switched to Power Class 3) Color: Black. Mounting: Desk or wall mountable with optional wall mount adapter. Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and Russian (English and 4 of the other languages at once in the phone). Note: While it may be possible to download other languages onto the phone, this will not be applicable to any data sent by IP Office. If you switch the language to any not listed above, the display will show a mixture of the new language and the user’s default language on IP Office. Requirements for IP interface Power Supply: IEEE 802.3af Power over Ethernet (PoE) or optional local power supply: Power Class 2 Codecs/audio: G.711, G.729a/b, G.726, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain Control. Ready for future support of G.722 wideband codec. QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN). SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with VLAN separation. · Support of optional integrated Gigabit Ethernet adapter using adapter interface. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 121 Issue 27.01.0 (Thursday, September 26, 2013)
  • SBM24 Adapter Module The SBM24 Expansion Module is an optional device that extends the number of call appearances and Feature buttons available on the telephone. The SBM24 Expansion Module is supported on the 9630, 9640 & 9650 IP telephones and provides 24 additional programmable buttons - to be configured as call appearances, bridged appearances, or feature keys. A maximum of three SBM24 modules are supported on a single phone. · 24 programmable call appearance/feature keys. · Two backlight LCD screens for button labels. Buttons automatically labeled from the system (no paper labels). · Connects directly to the associated phone. · No separate power supply needed. However, using more than one button module changes the power class of the phone to Class 3. The total number of SBM24 button modules supported on one IP Office system is 42, subject to the total system limits. A Button Module adapter (Ferrite adapter), is required when SBM24 button expansion module is used with the 9630G or 9640G IP telephones. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 122 Issue 27.01.0 (Thursday, September 26, 2013)
  • 96x1 Series IP Telephones Besides significant quality improvements, the latest 96x1 firmware provides support for the 9611G set on IP Office. The build VPN Client of 96x1 phones is currently not supported with the IP Office. This feature will be tested and released with a future IP Office release. Avaya recommends use of the 9600 Series phones if a VPN Client is required. For information about supported Bluetooth headsets, please refer to the Avaya DevConnect website. 9608 and 9611G IP Telephones These button-orientated models provide a more traditional user experience with dual color buttons on either side of the graphical display. These are ideal for customers who are migrating from a traditional digital environment and desire to move to IP with minimal change. As well as targeting more traditional users, the 9608 and 9611G are suited for Everyday users who use voice as an element within their business communications but are not considered power users. The 9608 and 9611G models have eight (8) buttons around the display with four (4) on the left and four (4) on the right. Users can select to display information in a single column with four rows or in two columns with four rows each, depending on their needs. In two-column mode, approximately thirteen characters can be displayed on a line in each column. The exact number depends on the language and the characters because the font includes variable width characters. Avaya continues to focus on low power and this model is Power over Ethernet Class 1 (802.3af). The 9608 and 9611G retain the industrial design of the other 9600 Series models. Please note that the power requirement and PoE class of the sets varies based on the configuration of connected interfaces such as button modules. The 9608 and 9611G telephones are ready for future support of Wideband Audio on IP Office, giving a future proof investment path. Both models include full duplex hands-free support with a speaker and microphone. Both sets include support for a new 2 x 12 button module on which features, speed dials, bridged or individual call appearances can be programmed. A maximum of three (3) button modules can be connected. Each model also includes one touch access to key applications including Contacts, History and Home. One touch access to these core applications simplifies the user experience and eliminates the need to navigate through menus to get to the most commonly used features. On top of that, when connected to IP Office these telephones will offer access to advanced IP Office features like Visual Voice, IP Office Feature menu or centralized storage for call log, system directory and personal directory. With that they offer full support of the hot-desking capabilities of IP Office. The 9608 has a 3.8in/9.7cm monochrome display, while the 9611G features a 3.5in/8.9cm color screen. The dual position stand allows the sets to be positioned at approximately 40° or 60°. The display is fixed and is not adjustable like other 9600 Series IP Deskphones. The 9608 and 9611G do not support removable faceplates. Product Overview: 9608 9611G Buttons 8 with red/green LED 8 with red/green LED Administrable buttons (3 pages) 24 24 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 123 Issue 27.01.0 (Thursday, September 26, 2013)
  • Color No Display (fixed) Yes 3.8 inch / 9.7 cm (181 x 120 3.5 inch / 8.9 cm (320x 240 pixel) pixel) Softkeys 4 4 Dual Position Stand Yes Yes Integrated Switch 10/100 10/100/1000 USB Interface No Yes Wideband Capability Handset, headset Handset, headset Speaker Yes Yes PoE Class (base level) 1 1 Applications Buttons Contacts, Home, History, Message, Phone Contacts, Home, History, Message, Phone Other Keys Volume, Mute, Headset, Speaker Volume, Mute, Headset, Speaker 5 Way Navigation Cluster Yes Yes Customizable Faceplate No No Maximum Button Modules (2 x 12 buttons) 3 3 Features Display: o 9608: Monochrome display – 3.2 inches x 2.2 inches (8.2 cm x 5.5 cm) o 9611G: Color display – 2.8 inch x 2.1 inch (7.0 cm x 5.3 cm) Fixed Feature Buttons: 10 plus Four-way navigation cluster button. o Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED), Speaker button (LED), Headset button (LED). o Avaya Menu button (browser, options and settings access), Telephony application button – to return to main telephone screen. o Contacts button, history (Call log) button (LED), quick-access voicemail Message button with LED and corner message indicator. Programmable /Contextual buttons: o 24 - in 3 switchable display pages of 8 matching the 8 physical display buttons. All 8 buttons with Dual LED indicator o 4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and more. Key Labels: Icons and text used on fixed feature keys. Speakerphone: Full duplex speakerphone. Hearing Aid Compatible: Yes. Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator. Personalized Ring Patterns: Three distinct ringtone styles. These include Classic, Alternate and Rich. The Classic and Alternate versions provide more legacy sounding ring tones. The Rich ringtones are more elaborate and nontraditional. Headset Socket: Yes. Bluetooth and DECT headset support (with adapter) Embedded Applications: o Centralized call log and contact application, fully transparent between 9600 telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office. o Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on IP Office. o Access to company directory and Visual Voice applications on IP Office. Upgradeable Firmware: Yes. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 124 Issue 27.01.0 (Thursday, September 26, 2013)
  • Expansion:. Support of up to 3 x BM12 button (2 x 12 buttons per module, total of max. 64 available buttons) Color: Gray Mounting: Desk or wall mountable. Adjustable Desk Stand: Yes two-position stand, approx 40° and 60°angle IP Details Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual PoE Injector power supply unit Power Class: PoE Class (IEEE 802.3af) registers as class 1 device Codecs: G.711, G.729a/b. G.722 Supported Standards including Quality of Service: o TCP/UDP/RTP/RTCP o RSVP o LLDP/LLDP-MED (including VLAN assignment) o ARP/DNS o 802.1Q (Layer 2 QoS) o VLAN Separation o DiffServ (Layer 3 QoS) o Port Range (Layer 4 QoS) o 802.1X (MD-5) SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: o 9608: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. o 9611G: Two port full-duplex 10/100/1000 BaseT Ethernet switch for PC pass-through connection. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 125 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9621G and 9641G The color touch-screen models, the 9621G and 9641G, evolve the user experience of the 9600 Series with a touch interface. Having color touch-screens on more models, with flexible software that can be enhanced in the future, these Deskphones provide a platform for near and long term enhancements that leverage the touch-screen capabilities. The 9621G and 9641G are targeted at Essential users who rely on the phone for business communications or those users that can benefit from tighter and easier access to a wider range of Avaya applications. Both telephones are ready for future support of Wideband Audio on IP Office, giving a future proof investment path. The full duplex hands free audio performance is truly differentiating for heavy speaker phone users. All the new 9600 Series IP Deskphones are low power including the 9621G and 9641G which are both PoE Class 2. The 9641G is the first IP Deskphone that can provide Gigabit Ethernet, a color screen AND a button module while consuming only PoE Class two power. The 9621G and 9641G have a similar look and feel to the current 9600 Series models and include a dual position flip stand that positions the phone at approximately 20º in the low position or 60º in the upright position. The high resolution touch-screen displays are adjustable to 4 independent positions and both models support removable faceplates and have separate part numbers for versions without a faceplate. The 9641G can be used with the BM-12 button module. A maximum of three button modules can be connected at one time. The 9621G does not support a button module. The 9641G also includes a USB 2.0 interface. Product Overview: 9621G 9641G Touch Screen Yes Yes Administrable buttons (3 pages) 24 24 Color Yes Yes Display (fixed) 4.3 inch /10.9 cm 4.7 inch / 11.9 cm Dual Position Stand Yes Yes Integrated Switch 10/100/1000 10/100/1000 USB Interface No Yes Wideband Capability Handset, headset, speaker Handset, headset, speaker PoE Class 2 2 Applications Buttons Contacts, Home, History, Message, Phone, Forward Contacts, Home, History, Message, Phone, Forward Other Keys Volume, Mute, Headset, Speaker Volume, Mute, Headset, Speaker Customizable Faceplate Yes Yes Bluetooth Interface No Yes Maximum Button Modules (2 x 12 buttons) 0 3 Common Features: Display: 9621: Color touch-screen display – 3.7 inches x 2.1 inches (9.5 cm x 5.4 cm); o Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 126 Issue 27.01.0 (Thursday, September 26, 2013)
  • o 9641: Color touch screen display 4.1 inches x 2.3 inches (10.4cm x 5.9cm) o 4-position adjustable tilt display Fixed Feature Buttons: 11 o Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED), Speaker button(LED), Headset button(LED). o Avaya Menu button (browser, options and settings access), Home/Telephony application button – to return to main telephone screen. o Contacts button, history (Call log) button (LED), quick-access voicemail Message button with LED and corner message indicator. Call Forward button Programmable /Contextual buttons: o 24 administrable keys/functions accessible through touch screen (different layout options) o 0-5 contextual softkey buttons (touch screen). Context sensitive allocation of e.g. Hold, Transfer, Conference and more. Key Labels: Icons and text used on fixed feature keys. Speakerphone: Full duplex speakerphone. Hearing Aid Compatible: Yes. Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator. Personalized Ring Patterns: Three distinct ringtone styles. These include Classic, Alternate and Rich. The Classic and Alternate versions provide more legacy sounding ring tones. The Rich ringtones are more elaborate and nontraditional.. Headset Socket: Yes. Bluetooth and DECT headset support (with adapter); 9641: Built in Bluetooth adapter. Embedded Applications: o Centralized call log and contact application, fully transparent between 9600 telephones, 9500 telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office. o Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). o Access to company directory and Visual Voice applications on IP Office. Upgradeable Firmware: Yes. Expansion: Yes. Support of up to 3 x BM12 button module (9641 only). (2 x 12 buttons per module) Color: Gray. Mounting: Desk or wall mountable. Adjustable Desk Stand: Yes. Reversible wedge stand for desktop or wall-mount use and dual-position flip stand IP Details Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit Power Class: PoE Class (IEEE 802.3af) registers as class 2 device Codecs: G.711, G.729a/b. ready for G. Supported Standards including Quality of Service: o TCP/UDP/RTP/RTCP o RSVP o LLDP/LLDP-MED (including VLAN assignment) o ARP/DNS o 802.1Q (Layer 2 QoS) o VLAN Separation o DiffServ (Layer 3 QoS) o Port Range (Layer 4 QoS) o 802.1X (MD-5) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 127 Issue 27.01.0 (Thursday, September 26, 2013)
  • SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: Two port full-duplex 10/100/1000 BaseT Ethernet switch for PC pass-through connection. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 128 Issue 27.01.0 (Thursday, September 26, 2013)
  • Accessories Bluetooth Adapter The Bluetooth Adapter for 9600 Series IP Telephones allows Bluetooth communications devices such as headsets to interoperate with 9600 Series telephones. The adapter allows highly mobile workers to use the same Bluetooth headset with their 9600 Series Deskphone as they use with their cell phone. The Avaya ABT-35H Bluetooth headset when used with the Bluetooth Adapter supports a wireless range of up to 30 feet from the Deskphone and provides simple call control (answer, hang-up) directly from the headset. For users while at their desk, the Bluetooth Adapter allows the freedom of hands free communication along with investment protection for those already utilizing Bluetooth headsets while on the go. It supports the Avaya ABT-35 as well as many other third party Bluetooth Headsets The Bluetooth Adapter can be used with all 9600 telephones except the 9620L and the 96x1. These phones require a separate "Wedge stand." Gigabit Ethernet Adapter The 9600 Gigabit Ethernet Adapter can be fully integrated into a wedge stand of the 9600 telephones and provides a transparent upgrade option if customers decide to install Gigabit Ethernet at a later date. It is fully integrated into the management interface of the 9600 telephones. It requires a separate "Wedge stand". Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 129 Issue 27.01.0 (Thursday, September 26, 2013)
  • Power Options for IP Telephones Avaya supports the IEEE 802.3af, standard for Power over Ethernet (PoE) on its range of IP telephones. With Power over Ethernet, both power and data are carried over one CAT 5 Ethernet cable. Deploying IP telephones utilizing Power over Ethernet eliminates the need for local power supplies, AC adapters and cables, and allows power to be provided from the wiring closet/switch room where it can be easily connected to a UPS system. There are two power options, in addition to IEEE Power over Ethernet, available to customers to power their Avaya IP telephones. · Avaya individual Power Supply for 1600 Series telephones The 1600 Series telephones have a special power connector to allow the connection of a cost efficient power supply. These power supplies come in several versions for different countries and voltages. · Avaya Power over Ethernet adapter for the 1603 phone The 1603 phone does not support Power over Ethernet natively. A small adapter is needed. The adapter will fit completely in the stand of the phone, offering a cost efficient option of either using a power supply or a PoE adapter. IP Telephone Power Consumption Measured in Watts using an IEEE 802.3af power supply at 48V. This table shows the power consumption of the telephones currently shipping. Older versions of telephones might have a different power requirement. Power Consumption (Watts) Telephone 1603/1603SW 1608 1616 Gig Adapter 9620L 9620C 9630G 9640 9640G 9650 9650C BM24 9608 9611 9621 9641 BM12 PoE Class Conservation Mode Typical Max Power 2 2 2 – 1 2 2 2 2 2 2 n.a 1 1 2 2 n.a 4.32 4.66 3.17 3.16 2.1 4.6 4.6 4.2 4.5 4.6 4.6 0.39 1.93 2.64 3.18 3.28 0.10 3.75 3.76 2.83 N/A 2.2 4.9 4.9 4.6 4.9 5.2 5.2 0.6 2.08 3.12 3.49 3.44 0.31 5.10 5.69 3.65 5.81 2.7 5.3 6.1 5.5 5.6 5.6 5.6 0.9 2.55 3.78 4.72 4.12 0.62 Avaya Individual Power Supply The power supply can operate globally within a wide range of Alternating Current (AC) input voltages: 90 264 Volts Alternating Current (VAC), 47-63 Hz. This power supply has a green indicator (LED) that shows the unit has power to the PHONE socket on pins 7&8 of the CAT5 cable. This item is available in two different versions, with and without an internal battery for uninterrupted power to the phone. 1151 local power supply, without battery and with battery backup For 1600 Series telephones, a separate line of cost efficient power supplies is available in different regional versions. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 130 Issue 27.01.0 (Thursday, September 26, 2013)
  • B100 Conference Telephones The Avaya B100 Conference telephones provide the convenience and productivity benefits inherent in a powerful, hands-free conference phone. It offers a range of phones suitable for midsize and large conference rooms. B100 Series offer both SIP and Analog connections. Avaya B100 offers superior HD sound quality for a lower cost without consuming bandwidth. Here are a few benefits to the customers: · Increase business efficiency – telephone meetings are efficient, spontaneous, and simple. They help companies streamline their processes. · Increase ROI – you create savings by reducing travel time and expense. · Safeguard our environment – you protect our green environment when you substitute traveling with a highly efficient conference call. · Be, and sound, professional – top-quality sound is essential for efficient, misunderstanding-free meetings. · User friendly experience – B100 is packed with unique user friendly features that are not found on other competitors’ products, such as connectivity with GSM cell phones, DECT, USB, Analog, and SIP, Conference Guide, PA connectivity, Wireless Headset Connection. · Enjoy the leading SIP technology – B179 (a model in B100 Series) is a SIP based model which allows you to create more savings and efficiency in your telephony network. This section of the document includes description, features and functionalities of each model, a feature comparison within the context of complete Avaya conference phone portfolio, accessories, compatible platforms, and countries the products are available in terms of Type Approval and Localization. The Avaya B100 Series Conference Phones offer sophisticated and easy to use communication solutions for small to large companies. Providing superior voice quality with the award winning OmniSound® audio technology, the B100 Conference Phones cost effectively offer a variety of low bandwidth, plug-and play deployment options, that address the unique needs of different user groups within your organization with a broad choice of models. With a sleek appearance and suite of smart productivity features, the B100 Series are an ideal choice for companies wanting to add end points to their existing infrastructure or with the deployment of a new network. The Conference phones can be used to complement scheduled meetings and training sessions or for impromptu calls between globally dispersed offices and remote workers. Crystal Clear Sound: OmniSound® audio technology guarantees clear transmission during meetings – so you and your team don’t miss a beat. Full Duplex transmits and receives sound simultaneously to prevent audio clipping, 360° surround sound and powerful speakers optimize sound pick-up and broadcasting. Noise suppression filters out static background noise and an Equalizer lets you adjust pitch to suit your preference. Plug and Play simplicity: Connecting the Avaya B100 Conference Phones is fast and easy. There is a conference guide included, perfect for making multi-party calls and a handy phone book which is ideal for storing your key contacts. Flexibility and Productivity Enhancing Features: The Avaya B100 Conference Phone portfolio compliments your existing solutions and can be easily re-deployed as your business grows or when needs change. Enhance web conferencing, video and other communications environments with the addition of these audio conferencing solutions. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 131 Issue 27.01.0 (Thursday, September 26, 2013)
  • B149 Avaya B149 is an excellent choice when holding telephone conferences with-out compromising sound quality. The Avaya B149 is equipped with Avaya’s patented OmniSound® 2.0 audio technology, for crystal-clear sound. Save your contacts in the phone book and use the conference guide to easily set up multi-party calls or pre-programmed group calls. Avaya B149 also has a built-in recording function that enables you to record your calls on an SD memory card. With its modern design, Avaya B149 will be a welcome addition to any conference room. It’s also ideal in larger settings with the addition of optional expansion microphones. Hold productive telephone conference meetings that not only save time but the environment as well by cutting travel expenses. The Avaya B149 has the following advantages: · OmniSound® 2.0 · Analog connection · SD call recording · Expandable with microphones · Phonebook · Conference guide Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 132 Issue 27.01.0 (Thursday, September 26, 2013)
  • B159 Avaya B159 is packed with many smart features and designed for flexible performance. Record your conversations on SD memory cards, while the line mode allows you to switch between and combine three connectivity technologies — analog, cell phones and USB. The conference guide helps you make multiparty calls and save call groups, which is very useful if you make regular calls to the same group. The Avaya B159 is also ideal in larger contexts as you have the option of adding expansion microphones, a wireless headset and a PA system too. It goes without saying that the Avaya B159 delivers ultimate sound quality, based on a brand new generation of OmniSound® 2.0, Avaya’s crystal clear audio technology. Last, but not least — the Avaya B159 has an intriguing Scandinavian design that enhances any conference table. The Avaya B159 has the following advantages: · OmniSound® 2.0 · Analog connection · Connects to DECT/mobile phones · USB-connection · Connection for Wireless headset · Expandable with microphones · SD call recording · Expandable for PA System · Line selector · Phonebook · Conference guide · Built-in bridging function Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 133 Issue 27.01.0 (Thursday, September 26, 2013)
  • B179 The Avaya B179 is a flexible SIP-based conference phone, perfect for companies that use IP voice services. Its clear, natural sound comes from OmniSound® 2.0, Avaya's patented wideband audio technology. The stylishly designed Avaya B179 is packed with intelligent features for more efficient conference calls. Use the conference guide to call pre-programmed groups with just a few simple pushes of a button. Conveniently import and export contact details via the Web interface. Create your own phone book with the personal user profile feature. The Avaya B179 is ideal for large conference room up to 30 square meter or 320 square foot. It is also perfect for larger conferences since it can accommodate expansion microphones, an external wireless headset and a PA system. With the Avaya B179 your company will have a conference phone that combines all the benefits of IP voice service with innovative new features. The Avaya B179 has the following advantages: · OmniSound® 2.0 · SIP based · 5-way conference calls · SD call recording · Built-in bridging function · Expandable with microphones · Connection for Wireless headset · Phonebook · Conference guide · Expandable for PA System · Web-based configuration of import/export of contacts and settings · PoE (Power over Ethernet) · With IP Office 8.0, the B179 supports G.722 HD Voice The B179 is supported on IP Office R 7.0 and later. An IP Office Avaya IP Endpoint License is required to connect a B179 Conference Phone to the IP Office. (It is not required to use an IP Office 3rd Party IP Endpoint license for the B179). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 134 Issue 27.01.0 (Thursday, September 26, 2013)
  • B100 Accessories This section provides a list of accessories and compatible models. For more details about material code and pricing, please see Pricing & Material Code session. When you order a phone, it already comes with some accessories. In the box, it includes: · B179: the phone, AC adaptor 14 V DC, power cable, Ethernet network cable, SD memory card 2GB · B159: the phone, AC adaptor 14 V DC, dual power / Analog line cable, SD memory card 2GB, · B149: the phone, AC adaptor 14 V DC, dual power / Analog line cable B100 offers various accessories. The section below explains how various accessories works in different situations: · Power cable (material code 700501551) vs. extension power cable (material code 700501542): The power cable can work with all 3 models, connecting the AC Adapter and the phone, length 7.5M. You can increase the length to 15M by adding extension power cable. However, the extension power cable will not connect the AC Adapter and phone by itself. It will always need the power cable. · Dual power/Analog line cable (material code 700501541) vs. Dual power/Analog line extension cable (material code 700501543): These cables work with B149 and B159 only. The power cable and analog cable are attached together. You will need the dual power / analog line cable to connect between the AC adapter, the RJ11 port, and the phone. In the case you want to double the length of the cable, you should add the dual power/Analog line extension cable to Dual power/Analog line cable. Extension cable power and analog telephone, 7.5 meters EIJA-5320 class IV and 6/2. Extension adapter included. · Various mobile phone cables: These mobile phone cables can connect your mobile phone to the conference phone and turn the conference phone into a loud speaker to share the conversation with other people in the room. · USB cable for PC connection (material code 700501544): This USB cable provides connectivity between the phone and your PC to make VoIP calls. PA interface box (material code 700501537): For connection to external loudspeaker and microphone system (PA system). Plug: RCA in/out. Connection cables 2.5 metres. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 135 Issue 27.01.0 (Thursday, September 26, 2013)
  • B100 Feature Comparison By offering the B100 Series, together with the current Avaya conference phone offering, Avaya now offers a complete range of conference phones across various protocols (SIP, Analog, and H323) and across small and large enterprise markets. The Avaya B179 SIP Conference Phone fills a gap within the Avaya portfolio, offering a conference phone complimentary with Avaya Aura SIP architecture. Below is a comparison across Avaya conference phone portfolio. B149 Material Code B159 B179 700501533 700501530 700501532 Yes Yes Yes Yes AREA OF USE Large situation Medium-sized conference room Yes Number of people / Area Up to 10 / 30 sq meter Up to 10 / 30 sq meter Up to 10 / 30 sq meter or 320 sq ft or 320 sq ft or 320 sq ft Number of people with expansion microphones / Area Up to 16 / 70 sq meter Up to 16 / 70 sq meter Up to 16 / 70 sq meter or 750 sq ft or 750 sq ft or 750 sq ft Number of people with PA connection More than 16 More than 16 Analog SIP CONNECTION LINE Protocol Analog To cell phone and cordless handset Yes To computers for VoIP Yes FEATURES Sound technology OmniSound® 2.0 OmniSound® 2.0 Power over Ethernet OmniSound® 2.0 Yes USB port for computer connection Yes Keypad Yes Yes Yes Display 128x64 pixels 128x64 pixels 128x64 pixels MENU with phonebook, language selection, call duration, etc Yes Yes Yes Date/Time Yes Yes Yes SD call recording Yes Yes Yes Yes (1) Yes (1) Yes (4) Conference guide Yes Yes Yes Line selector with bridging function Yes Yes Phone book (Number of user profile) Connection for wireless headset Yes Yes Yes Yes OPTIONAL ACCESSORIES Expansion Microphones Yes Cables for GSM/DECT connection Yes Interface box for PA system connection Yes Product Description IP Office 9.0 Yes © 2013 AVAYA All rights reserved. Page 136 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9504 and 9508 Digital Telephones Avaya is continuing driving design innovation by offering two new paperless digital sets in the same design line as the 9600 telephones: These telephones are delivering all the core values of the 5400 digital sets while innovating in areas like backlight displays for easy readability and full duplex handsfree support also on digital sets (9508 only) The two button-orientated models, the 9504 and 9508, provide a traditional user experience with dual color buttons on either side of the graphical displays. These are ideal for customers who are migrating from a traditional digital environment and desire to move to IP with minimal change. As well as targeting more traditional users, these models are suited for Everyday users who use voice as an element within their business communications but are not considered power users. The 9504 and 9508 models have 4/8 buttons around the display with 2/4 on the left and 2/4 on the right. Users can select to display information in a single column with two/four rows or in two columns with two/four rows each, depending on their needs. In two-column mode, approximately thirteen characters can be displayed on a line in each column. The exact number depends on the language and the characters because the font includes variable width characters. As digital telephones, the new sets offer superior power efficiency. They are full powered from IP Office when The 9508 includes support for a new 2 x 12 button module on which features, speed dials, bridged or individual call appearances can be programmed. A maximum of 3 button modules of either type can be connected to these Deskphones. Please note that a separate power supply is needed when a BM12 is connected. Each model also includes one touch access to key applications including Contacts, History (previously Call Log) and Home (previously menu). One touch access to these core applications simplifies the user experience and eliminated the new to navigate through menus to get to the most commonly used features. On top of that, when connected to IP Office these telephones will offer access to advance IP Office features like Visual Voice, IP Office Feature menu or centralized storage for call log, system directory and personnel directory. With that they offer full support of the hot-desking capabilities of IP Office. The 9504 has a four-line monochrome display with backlight, while the 9508 has the same backlight 8-line monochrome display as the 9608 IP version. These models support a dual position stand at approximately 40º or 60º degrees. The display is fixed and is not adjustable like other 9600 Series IP Deskphones. The 9504 and 9508 do not support removable faceplates. 9504 9508 Product Overview: 9504 9508 4 8 Administrable buttons (3 pages) 12 24 Number of display Lines 4 8 181 x 56 dots; 4 rows x 32 characters 181 x 121 dots; 8 rows x 32 characters 4 4 Physical Buttons Display (fixed) Softkeys Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 137 Issue 27.01.0 (Thursday, September 26, 2013)
  • Dual Position Stand Yes Yes Speaker/handsfree Yes Yes. DSP based full duplex handsfree Applications Buttons Contacts, Home, History, Message, Phone Contacts, Home, History, Message, Phone Other Keys Volume, Mute, Headset, Speaker Volume, Mute, Headset, Speaker 5 Way Navigation Cluster Yes Yes Customizable Faceplate No No none 3 Maximum Button Modules (2 x 12) Please note that the 9600 telephones as well as the 9500 telephones are supported on IP Office IP500 and IP500 V2 hardware only. Works on: IP Office (IP500/IP500 V2) Communication Manager 9504 9508 Note: a second version of these digital telephones is planned for launch with Communication manager at a later time. Common Features: · Display: · 9508: White backlit graphical display - 181 x 121 dots; 8 rows x 32 characters. · 9504: White backlit graphical display 181 x 56 dots; 4 rows x 32 characters. Fixed Feature Buttons: 10 plus Four-way navigation cluster button. · Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button (LED), Speaker button (LED), Headset button (LED). · Avaya Menu button (browser, options and settings access), Telephony application button – to return to main telephone screen. · Contacts button, history (Call log) button (LED), quick-access voicemail Message button with LED and corner message indicator. · Programmable /Contextual buttons: · 9508: 24 - in 3 switchable display pages of 8 matching the 8 physical display buttons. All 8 buttons with Dual LED indicator · 9504: 12 - in 3 switchable display pages of 4 matching the 4 physical display buttons. All 4 buttons with Dual LED indicator · 4 contextual softkey buttons. Context sensitive allocation of e.g. Hold, Transfer, Conference and more. · Key Labels: Icons and text used on fixed feature keys. · Speakerphone: Full duplex speakerphone (9508), Two-way speakerphone (9504) · Hearing Aid Compatible: Yes. · Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator. · Personalized Ring Patterns: Yes – 8 (Traditional Avaya) · Headset Socket: Yes. Bluetooth and DECT headset support (with adapter) · Embedded Applications: · Centralized call log and contact application, fully transparent between 9600 telephones, 1408/1416/1608/1616 telephones and Avaya one-X™ Portal for IP Office. · Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). Please note that the Voice-dial feature of the 9600 telephones on Communication is not available on IP Office. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 138 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Access to company directory and Visual Voice applications on IP Office. · Upgradeable Firmware: Yes. · Expansion:. Yes. Support of up to 3 x BM12 button (2 x 12 buttons per module, total of max. 64 available buttons) (9508 only). A separate power supply is needed when connection the BM12 to the phone as the digital line cannot power phone plus button module · Color: gray. · Mounting: Desk or wall mountable. · Adjustable Desk Stand: Yes two-position stand, approx 40° and 60°angle Button Module 12 for 9508, 9608, 9641, 9611 A new button module is being added to the portfolio. The 2 x 12 Button Module provides dual color LEDs/ buttons aligned with 12 rows on the graphical display. It includes two pages with 12 buttons each and a left or right arrow to indicate which page is currently not visible. When both pages are programmed the user has a total of 24 buttons available. The 12 button module also includes a new quick-labeling feature button that is located under the display. Three 12 button module can be simultaneously connected to any one of the new 9600 Series IP Deskphones except the 9621G as well as with the 9508 digital phone. This button module ships with the same dual position stand as the 9508/9608. Works on: Up to three modules to be connected 9608 9611 9621 9641 9504 9508 · Programmable /Contextual buttons: · 24 administrable keys/functions accessible · 12 physical keys with LCD labels and dual LED · Quick-labeling key plus left/right page-key · Color: gray. Note: when 9508 is used, a separate power supply is needed to power the module. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 139 Issue 27.01.0 (Thursday, September 26, 2013)
  • 1600 Series IP Telephones and 1400 Series Digital Telephones Avaya one-X is a portfolio of communications solutions that deliver a powerful and consistent communications experience for the end user – across a variety of devices and interfaces. Avaya one-X solutions provide Intelligent Access to Intelligent Communications driving enhanced productivity and competitive advantage. Avaya one-X Deskphone Value Edition, also called the 1600 Series of IP telephones, is a family of cost effective IP Telephones designed especially around the needs of the Small and Mid-Size Business customer. For users of a digital solution, the 1400 Series of Digital telephones offer the same functionality and consistent communication experience on a line of digital telephones, giving customers the choice to select the right solution regardless of the method of connection. The line of 1600 telephones has been further enhanced with the 1600-I Series, providing an easier-to-read graphical display with white backlight, consistent with the displays of the 1400 family. Designed with the reliability you expect from Avaya, one-X Deskphone Value Edition telephones provide critical features and capabilities not often found in competitively priced models. The family of 1400/1600 telephones consist of three models, designed around different user needs: · The 1403/1603 phone is designed for the Walk Up user and basic Everyday user. For a Walk Up scenario, the 1403/1603 is used common areas in offices, stockrooms, lobbies, or drop-in desks. Users can be building visitors, employees, or even customers who need a phone with a simple, familiar user interface. The 1603 telephones comes in two versions: The 1603, a basic phone without Ethernet switch for locations where no PC is connected to the phone, typically for the walkup user, as well as the 1603 SW, with a basic Ethernet switch to connect additional components to the phone, well suited for the basic Everyday user. · The Avaya 1408/1608 IP Telephone is designed for the Everyday user. Everyday users typically rely on several forms of communication including voice and email – and while they require a quality telephone, they rarely handle large amount of calls at the same time. Cubicle workers and sales staff are examples of Everyday users for whom the 1408/1608 delivers a productivity-enhancing telephone. · The Avaya 1416/1616 IP Telephone is designed for the Receptionist/Assistant user. Receptionists, secretaries, and managers are examples of this type of user – people who answer incoming calls, transfer customers to different departments or extensions, and monitor several line appearances throughout a typical day. For the Receptionist/Assistant user, the 1416/1616 provides the most onetouch line/feature/speed-dial buttons without the need to scroll through on-screen lists. All 1400 Series and 1600 Series telephones share a consistent design line and feature a button-centric layout. With fast access to all needed features like hold, transfer and conference, easily readable back-lit displays and a stylish design, they are an important addition to the Avaya portfolio of telephones for the Small and Mid-Size market. All telephones share a number of feature keys with clear, paper labels. On the 1408/1608 and 1416/1616, features are also available through a feature list on screen that makes selecting features and line appearances easy even when hotdesking to another phone. The telephones are accompanied by a complete set of accessories like cost efficient power supplies, easy to use paper labels and spare parts. For powering options for the 1600 IP telephones refer to the section Power Options for IP Telephones 130 . For easy and efficient generation of labels, free DESI printing software is available from http://support.avaya. com (on the 1600 Phone Series page). This can be used to print all labels correctly formatted on plain paper or available DESI labels. A PDF document with correct formatting can also be downloaded. Additionally, labels can be printed in the correct format directly from IP Office Manager. For 1600 Series telephones requiring Gigabit Ethernet support, a Gigabit Ethernet adapter is available providing 10/100/1000 Mbps support for both the 1600 Series phone and co-located laptop or PC. Note that no Ethernet cable is included with the 1600 Series telephones. If a cable is needed, it should be ordered separately at the required length. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 140 Issue 27.01.0 (Thursday, September 26, 2013)
  • 1603 and 1603SW IP Telephones and 1403 Digital Telephones This telephone is best suited for the Walkup and Basic Everyday user. Works on: 1603 1603 SW 1603-I 1603SW-I 1403 IP Office Communication Manager (R5 and later) (R5 and later) On the 1600 line, only the 1603-I/603SW-I versions with improved display are available. The Avaya 1403/1603 supports 3 line appearances. Each of the buttons includes dual LEDs (red, green) providing explicit status for the user. For a familiar look and feel, the 1403/1603 includes several fixed feature keys for common telephone tasks including conference, transfer, drop, hold, and mute. In addition, the 1403/1603 includes a 2-way speakerphone. The display on the 1403/1603 measures two lines by 16 characters and is backlit for easier viewing in all lighting conditions. The 1603 SW telephone has the same features/functionality as the 1603 phone, it adds on top of that however a secondary Ethernet port and is therefore targeted at the basic Everyday user. The newly introduced 1603-I/1603SW-I are functionally equal to the 1603/1603SW but feature a higher quality graphical display with white backlight, identical to the display of the digital 1403 telephone. Common Features: · Display/Housing: o Backlit display – 2 rows by 16 characters. Green backlight for 1603/1603-SW, white backlight for 1603-I, 1603SW-I, 1403. o Reversible wedge stand for desktop and wall-mount use. · Fixed Buttons: 10. o Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button, Speaker button. o Avaya Menu button (options and settings access). o Hold button, Conference button, Transfer button, Drop button, Redial button. · Programmable/Contextual buttons: 3. o 3 line appearance key buttons – with dual LEDs (red, green) and paper labels (Printing tool available). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 141 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Key Labels: Icons and text used on fixed feature keys. · Speakerphone: Two-way handsfree speaker and microphone. · Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic coupler. · Message Waiting Indicator: Yes - also useable as a ringing call alert indicator. · Personalized Ring Patterns: Yes - 8. · Headset Socket: No. · Upgradeable Firmware: Yes. · Expansion: None. · Color: Black. · Mounting: Desk or wall mountable. Requirements for 1403: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Requirements for IP interface: (1603, 1603SW, 1603-I, 1603SW-I) · Power Supply: Optional IEEE 802.3af Power over Ethernet (PoE) adapter (class 2) or optional wall plug local power supply. · Codecs/audio: G.711, G.729a/b, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain Control. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN). · SNMP Support: Yes. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: 1603 - Single Ethernet (10/100) line interface. Support of optional Gigabit Ethernet Adapter. · Ethernet Ports: 1603 SW Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with VLAN separation. Support of optional Gigabit Ethernet Adapter. · Well suited for everyday use, where typically smaller sized data files transferred (web, email file attachments) or less demanding data-transfer application/usage (thus less sensitive to data transfer completion times). · For highly demanding data traffic processing with large amounts of small packets we recommend the 1616 phone for full speed data throughput. Language Support: · 1403/1603: Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and Russian (English and four of the other languages at once in the phone). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 142 Issue 27.01.0 (Thursday, September 26, 2013)
  • 1608 IP Telephones and 1408 Digital Telephones This telephone is best suited for the Everyday user. Works on: 1608 1608-I 1408 IP Office Communication Manager (R5 and above) (in future) On the 1600 line, only the 1608-I version with improved display is available today. The Avaya 1408/1608 supports 8 line appearances / feature keys. Each of the buttons includes dual LEDs (red, green) providing explicit status for the user. For a familiar look and feel, the 1408/1608 includes several fixed feature keys for common telephone tasks including conference, transfer, drop, hold, and mute. In addition, the 1408/1608 includes a high quality two-way speakerphone, and supports a broad portfolio of Avaya wired and wireless headsets through its integrated headset jack. The 1408/1608 features a context sensitive user interface along with three softkeys and a four-way navigation cluster – ideal for scrolling through the local contacts list or call logs. The display on the 1408/1608 measures three lines by 24 characters and is backlit for easier viewing in all lighting conditions. The newly introduced 1608-I is functionally equal to the 1608 but features a higher quality graphical display with white backlight, identical to the display of the digital 1416 telephone. Common Features: · Display/Housing: o Backlit display – 3 rows by 24 characters. Green backlight for 1608, white backlight for 1608-I, 1408. o Dual position flip stand. · Fixed Buttons: 15 plus Four-way navigation cluster button. o Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button, Speaker button, Headset button. o Avaya Menu button (options and settings access), Telephony application button – to return to main telephone screen. o Hold button, Conference button, Transfer button, Drop button. o Contacts button, Call log button, Redial button, quick-access voicemail Message button. · Programmable/Contextual buttons: 11. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 143 Issue 27.01.0 (Thursday, September 26, 2013)
  • o 8 line appearance/feature key buttons – with dual LEDs (red, green) and paper labels (Printing tool available). Note: For typical installs, the first 3 buttons are reserved for standard call appearances; a minimum of 2 call appearance buttons is needed for standard operation. o Three contextual softkey buttons. · Key Labels: Icons and text used on fixed feature keys. · Features Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding, Park, Settings, etc. On screen status indication for activated features like call forwarding. · Speakerphone: High quality two-way handsfree speaker and microphone. · Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic coupler. · Message Waiting Indicator: Yes - also useable as a ringing call alert indicator. · Personalized Ring Patterns: Yes - 8. · Headset Socket: Yes. · Embedded Applications: o Centralized call log and contact application, fully transparent between 1408/1608/1416/1616 phone, 9600 telephones and Avaya one-X™ Portal for IP Office. o Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). o Access to company directory and Visual Voice applications on IP Office. · Upgradeable Firmware: Yes. · Expansion: None. · Color: Black. · Mounting: Desk or wall mountable with optional wall mount adapter. Requirements for 1408: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Requirements for IP interface (1608, 1608-I): · Power Supply: IEEE 802.3af Power over Ethernet (PoE) class 2 device or optional wall plug local power supply. · Codecs/audio: G.711, G.729a/b, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain Control. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN). · SNMP Support: Yes. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with VLAN separation. o Well suited for everyday use, where typically smaller sized data files transferred (web, email file attachments) or less demanding data-transfer application/usage (thus less sensitive to data transfer completion times). o For highly demanding data traffic processing with large amounts of small packets we recommend the 1616 phone for full speed data throughput. o Support of optional Gigabit Ethernet Adapter. Language Support: · 1408/1608: Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and Russian (English and four of the other languages at once in the phone). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 144 Issue 27.01.0 (Thursday, September 26, 2013)
  • 1616 IP Telephones and 1416 Digital Telephones This telephone is best suited for the Receptionist/Assistant User. Works on: 1616 1616-I 1416 IP Office Communication Manager (R6) (in future) On the 1600 line, only the 16016-I version with improved display is available today. The Avaya 1416/1616 supports 16 line appearances/feature keys on the phone itself – and up to 3 x 32button expansion modules, providing access to a total of 112 line/feature keys or speed dial buttons. This will satisfy the needs of even the most demanding secretary or receptionist. Each of the buttons features a dual LED (red, green) providing explicit status for the user. For a familiar look and feel, the 1416/1616 includes several fixed feature keys for common telephone tasks including conference, transfer, drop, hold, and mute. In addition, the 1416/1616 includes a high quality two-way speakerphone, and supports a broad portfolio of Avaya wired and wireless headsets through its integrated headset jack. The 1416/1616 features a context sensitive user interface along with three softkeys and a four-way navigation cluster – ideal for scrolling through the local contacts list or call logs. The display on the 1416/1616 measures four lines by 24 characters and is adjustable for optimum viewing angle. Additional caller related information is displayed with active appearances for easier call handling. The display is backlit for easier viewing in all lighting conditions. The newly introduced 1616-I is functionally equal to the 1616 but features a higher quality graphical display with white backlight, identical to the display of the digital 1416 telephone. Common Features: · Display/Housing: o Backlit display – 4 rows by 24 characters with adjustable display angle. Green backlight for 1616, white backlight for 1616-I, 1416. o Dual position flip stand. · Fixed Buttons: 15 plus Four-way navigation cluster button. o Volume up/down (separate volume levels for the handset, speaker, and ringer), Mute button, Speaker button, Headset button. o Avaya Menu button (options and settings access), Telephony application button – to return to main telephone screen. o Hold button, Conference button, Transfer button, Drop button. o Contacts button, Call log button, Redial button, Quick-access voicemail Message button. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 145 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Programmable/Contextual buttons: 19. o 16 line appearance/feature key buttons – with dual LEDs (red, green) and paper labels (Printing tool available). Note: For typical installs, the first 3 buttons are reserved for standard call appearances; a minimum of 2 call appearance buttons is needed for standard operation. o Three contextual softkey buttons. · Key Labels: Icons and text used on fixed feature keys. · Feature Menu: Mobile cell phone style menu with access to most often used features like Call Forwarding, Park, Settings etc. On screen status indication for activated features like call forwarding. · Speakerphone: High quality two-way handsfree speaker and microphone. · Hearing Aid Compatible: Yes - ergonomic hearing aid compatible handset also supporting TTY acoustic coupler. · Message Waiting Indicator: Yes - also useable as a ringing call alert indicator. · Personalized Ring Patterns: Yes - 8. · Headset Socket: Yes. · Embedded Applications: o Centralized call log and contact application, fully transparent between 1408/1608/1416/1616 phone, 9600 telephones and Avaya one-X™ Portal for IP Office. o Contacts application (up to 100 entries) and Call Log (Missed, Incoming, Outgoing, up to 30 calls). · Access to company directory and Visual Voice applications on IP Office. · Upgradeable Firmware: Yes. · Expansion: Module interface. · 1616: For up to 3 x BM32 32-button expansion modules (Note: An external power supply is needed for all installs with more than 1 button module). · 1416: for up to 3 x DBM32 32-button expansion modules (Note: An external power supply is needed in any case): Note: While the 1416 supports three DBM32, availability of the DBM32 will be slightly delayed compared to availability of 1416. · Color: Black. · Mounting: Desk or wall mountable with optional wall mount adapter. Requirements for 1416: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Requirements for IP interface (1616 and 1616-I): · Power Supply: IEEE 802.3af Power over Ethernet (PoE) class 2 device or optional wall plug local power supply. · Codecs/audio: G.711, G.729a/b, Dynamic Jitter buffer, Echo Cancellation, Comfort Noise, Automatic Gain Control. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN). · SNMP Support: Yes. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: Ethernet (10/100) line interface with a secondary 10/100 port for co-located laptop or PC with VLAN separation. Support of optional Gigabit Ethernet Adapter. Language Support: · 1416/1616: Supports the following languages: English, French, Spanish, German, Italian, Dutch, Portuguese and Russian (English and four of the other languages at once in the phone). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 146 Issue 27.01.0 (Thursday, September 26, 2013)
  • BM32 Button Module for 1616 IP Telephones and DBM32 Button Module for 1416 Digital Telephones The DBM32/BM32 Button Module extends the number of feature buttons on your Avaya 1416 Digital/1616 IP Telephone. It provides 32 additional buttons all with dual LEDs (red, green) for easy visibility. Up to 3 DBM32/BM32 button modules can be connected to a 1416/1616 phone. The total number of DBM32/ BM32 button modules supported on one IP Office system is 32, subject to the total system limits. Note that the DBM32 can only be used with the Digital 1416 while the BM32 is for use with the 1616 IP phone. Typical uses are: · to provide additional lines for calls bridged from one or more other extensions · to provide abbreviated dialing buttons · to provide buttons to access additional switch features like call forwarding Please note that an external power supply is always needed for a DBM32 connected to a 1416 telephone and is needed when connecting more than one BM32 to a 1616 telephone. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 147 Issue 27.01.0 (Thursday, September 26, 2013)
  • T3 Telephones The T3 range of digital UPN and IP telephones provide European style with context sensitive displays and are available in select European countries only. While the digital version is currently available, the IP version is no longer sold new. We recommend to use the 9600 line IP telephones instead. T3 Compact This telephone is best suited for the Walkup User. It is available in Europe only. Note that the T3 IP compact is no longer available for new sales Common Features: · Display: 1 line with 24 characters alphanumerical plus one line of icons · Fixed Feature Buttons: 3 keys with printed text labels and 2 for Audio Volume control · Programmable Feature Buttons: 3 keys with indicators and printed text labels, 2 keys with printed text labels · Speakerphone: Full duplex handsfree speaker and microphone. · Hearing Aid Compatible: Through optional handset · Message Waiting and call log Indicator: Yes · Personalized Ring Patterns: Yes, 8 ring patterns · Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer; Alphanumeric entry via dialing keypad. · Color: Graphite gray or polar white. · Mounting: Desk or optional wall mountable. · Adjustable Desk Stand: No Features for T3 UPN only: · Upgradeable Firmware: No. · Optional Add-Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets. · Headset Socket: No. Optional headset add-on available. · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Features for T3 IP only: · Upgradeable Firmware: Yes · Headset Socket: Yes · Optional Add-Ons: No · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit. · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: No. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch. o Auto-negotiation provided separately for each port. o 802.3 Flow Control. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 148 Issue 27.01.0 (Thursday, September 26, 2013)
  • T3 Classic This telephone is best suited for the Everyday User. It is available in Europe only. Note that the T3 IP Classic is no longer available for new sales Common Features: · Display: 4 lines x 26 characters · Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume control · Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 4 programmable keys with printed text labels · Speakerphone: Two-way handsfree speaker and microphone. · Hearing Aid Compatible: Through optional handset · Message Waiting and call log Indicator: Yes · Personalized Ring Patterns: Yes, 8 ring patterns. · Headset Socket: No. Optional headset add-on available. · Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer; Alpha entry via dialing keypad. · Optional Add-Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets. · Color: Graphite gray or polar white. · Mounting: Desk · Adjustable Desk Stand: Display adjustable Features for T3 UPN: · Upgradeable Firmware: No. · Optional Add-Ons: up to 3 DSS Modules · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Features for T3 IP: · Upgradeable Firmware: Yes. · Optional Add-Ons: up to 3 DSS Modules with AEI/Headsetlink, · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit. · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: no. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch. o Auto-negotiation provided separately for each port. o 802.3 Flow Control. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 149 Issue 27.01.0 (Thursday, September 26, 2013)
  • T3 Comfort This telephone is best suited for the Executive as well as the Receptionist/Assistant User. It is available in Europe only. Note that the T3 IP Comfort is no longer available for new sales Common Features: · Display: 17 lines x 40 characters, Integrated keyboard · Fixed Feature Buttons: 5 preprogrammed keys with printed text labels and 2 for Audio Volume control · Programmable Feature Buttons: 6 preprogrammed keys with indicators and printed text labels, 6 preprogrammed keys with printed text labels, 10 user programmable keys with associated display labels. · Speakerphone: Two-way handsfree speaker and microphone. · Hearing Aid Compatible: Through optional handset · Message Waiting and call log Indicator: Yes · Personalized Ring Patterns: Yes, 8 ring patterns. · Headset Socket: No. Optional headset add-on available. · Embedded Applications: Navigation Cursor Control, Call signaling via LED and/or ringer · Optional Add-Ons: Up to 3 DSS Modules. T3 Headset link for wired headsets. · Color: Graphite gray or polar white. · Mounting: Desk · Adjustable Desk Stand: Display adjustable Features for T3 UPN: · Upgradeable Firmware: No. · Optional Add-Ons: up to 3 DSS Modules · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Features for T3 IP: · Upgradeable Firmware: Yes. · Optional Add-Ons: up to 3 DSS Modules with AEI/Headsetlink, · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit. · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: No. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch. o Auto-negotiation provided separately for each port. o 802.3 Flow Control. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 150 Issue 27.01.0 (Thursday, September 26, 2013)
  • T3 DSS Expansion Modules The T3 DSS Module is a phone expansion module that is compatible with all T3 UPN and T3 IP Telephones except the T3 IP Compact. Each module provides an additional 36 programmable buttons with associated printed text labels and indicators, and can be programmed for lines, groups or speed dial numbers. 3 DSS Modules can be added to each T3 phone. Power is provided by T3 UPN telephones, but an external power adapter is needed for each DSS module when used on T3 IP telephones. Please refer to System Button Module Support for the total system limitations of button modules on IP Office. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 151 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wireless Phone Solutions Avaya IP Office Wireless Solutions include analog, digital and IP-based WiFi wireless telephones. These are solutions employees can use every day to work more effectively and be more responsive to customers - all while increasing revenues and keeping communication costs firmly under control. Also, Avaya IP Office Mobility Solutions integrate seamlessly with IP Office, enhancing each customer’s investment. IP Office's in-building Mobility Solutions improve communication with staff that, because of the function they perform, are mobile within the workplace. Using wireless technology, such individuals may be instantly contactable, with many obvious benefits; · The wireless telephone is carried in the pocket, so users are not tied to the desk in order to remain in contact. · Users may be contacted instantly to ensure fast, accurate decision making and immediate response to problems through planned radio coverage with no blind spots Avaya Wireless Solutions IP Office supports the following wireless solutions: · DECT R4, is the mainstream IP based DECT solution, offered in the EMEA and NA regions and in selected APAC countries. With the new Compact base-station, it is also the first choice for small installs with smaller channel/capacity need. · IP-DECT in the EMEA and NA regions and in selected APAC countries is also supported on IP Office. Note that the IP-DECT solution will be eventually completely replaced by DECT R4. · Digital Wireless North American market. · Avaya VoIP WiFi Solution offered worldwide in selected countries including North America, EU countries and selected others. IP Office supports the following VPN remote phone solutions: · VPN phone functionality on all supported 9600 telephones. VPN functionality is an integral part of the 9600 software that does not require a separate software load. VPN phones require an IP end-point license and at minimum, an Essential Edition license. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 152 Issue 27.01.0 (Thursday, September 26, 2013)
  • D100 The D100 SIP Wireless Terminal is a cordless phone system that is adapted for IP Office. The D100 solution delivers the productivity-boosting benefits of IP and wireless communications across multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users. A single base station can support up to eight (8) handsets, each of which can support up to five (5) simultaneous calls. Each IP Office can support up to four (4) base stations. The D100 base station and D160 handset extensions are configured using IP Office Manager. Use System Status Application to administer the D100 and view its details. While some administrative options are available via the handset, the preferred method of configuration is via IP Office Manager. Phone functionality The following table summarizes the phone functions available on the D100. # 1 Category Telephony features Description · Account Code Entry · Follow Me Here/To · Automatic Callback · Forward All · Automatic Intercom - Dial voice call · Group Page · Button Programming · Group Pickup · Call Forward · Make and drop call · Call Log · Mute · Call Pickup Any · Private Call · Call Park · Relay On/Pulse · Call Record · Redial · Conference · Remote Park · Conference Meet Me · Retrieve Call · Directed Call Pickup · Speed Dial · Do Not Disturb · Stamp Log · Emergency call · Transfer · Extension Login/Logout · Twinning · Voicemail 2 Languages supported · English Product Description IP Office 9.0 · German © 2013 AVAYA All rights reserved. Page 153 Issue 27.01.0 (Thursday, September 26, 2013)
  • · French · Spanish · Italian 3 Ethernet 10/100 Mbps, half/full duplex, auto-negotiation support. 4 Network TCP, UDP, IP, DHCP, HTTP (future support planned for VLAN, 802.1x and SNMP). 5 DoS Attack Protection · LAND attack SYN flooding attack ARP attack · Ping Of Death 6 Codec G.711 7 Handset You can connect up to eight (8) handsets to a single base station. Capacity and performance Base Station capacity and performance Item Value Cell radius 100–350 feet (30–100 metres) indoors Maximum number of base stations per IP Office 4 base stations Maximum number of handsets that can belong to a base station 8 handsets Maximum simultaneous calls per base station 40 calls (5 calls per handset) Maximum number of repeaters per base station 6 Maximum number of entries for global directory 100 Maximum number of entries for local directory 100 entries per handset Maximum number of call logs 100 logs per handset (for both incoming and outgoing calls) Handset capacity and performance Item Value Maximum simultaneous calls per handset 5 calls Average talk time (with new battery) 16 hours Average standby time (with new battery) 168 hours Repeater capacity and performance Item Value Cell radius 100–350 feet (30–100 metres) indoors Maximum number of repeaters per base station 6 Maximum number of linked repeaters 3 Maximum number of channels per repeater 4 (note that calls carried from linked repeaters will consume channels) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 154 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hardware components Base Station # Label Description Reset button hole Press and hold for five (5) seconds to reset the base station. Registration button Press and hold until the base station LED flashes to register the base station with IP Office. Hold this button for three (3) seconds when registering handsets. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 155 Issue 27.01.0 (Thursday, September 26, 2013)
  • Handset # 1 Label Up/Down keys Description Controls the speaker and ringer volume. Also allows correction of name and number entry when programming a speed dial button. 2 Mute key Mutes the handset microphone. 3 Soft keys (S1–S4) Activates the option listed directly above it on the display. There are four (4) soft keys. 4 Off-Hook/Handsfree key Answers a call or enter handsfree mode. 5 On-Hook key Ends a call or exits a menu. 6 Dialpad Use the dialpad to make calls, to enter contact phone numbers and names, and to navigate through contacts and call logs. 7 Function keys (F1– F8) Use the appropriate function key to activate the feature assigned to that key. There are eight (8) configurable function keys. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 156 Issue 27.01.0 (Thursday, September 26, 2013)
  • Repeater Charge unit # Label Description 1 Rechargeable battery slot Recharges a spare D100 battery. 2 Cradle Holds the handset upright as depicted and charges the handset. 3 Blue handset LED Indicates when the handset is placed in the charge unit. The LED flashes to indicate that the handset is charging. When the handset is fully charged the LED stops flashing and appears solid. 4 Blue battery LED Indicates when the battery slot is in use. The LED flashes to indicate that the battery is charging. When the battery is fully charged the LED stops flashing and appears solid. 5 Battery slot tab Product Description IP Office 9.0 Locks the rechargeable battery in place. Press down on this tab to unlock and remove the battery. © 2013 AVAYA All rights reserved. Page 157 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wireless - DECT R4 The Avaya DECT R4 solution delivers the productivity-boosting benefits of IP and wireless communications across multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users. This system also supports users in different offices connected via a WAN. The Avaya DECT R4 solution radio fixed part or IP base station (IPBS) connects to the IP Office using an IP protocol based on H.323. Avaya’s DECT R4 solution features all advantages of a full-blown DECT solution for the enterprise market: Cost-effective, high wireless voice quality in a frequency band exclusively reserved for DECT that is secure, easy to deploy and enhance. DECT R4 also includes integrated administration and simplified install. This exposes more IP Office features to the DECT solution and reduces the TCO for both business partner and customer. Highlights include: · Simplified install - 4 steps on the master base station, nothing on the slave; rest by handset prompts or IP Office Manager · Simplified GUI mode on the base station displays options that are applicable to IP Office only · All further administration via IP Office Manager, e.g. Adds. Moves and changes.. · Integrated handset in-call and out of call feature menu giving access to many features without programming the handset: Login/out, forwarding (including number), park/hold, conference etc · Idle line display of user name/number including status indicator Do Not Disturb, parked/held calls, twinned, group etc. · Additional display of calling number during alerting, using two lines of display · Two new, special purpose handsets: o o · One ruggedized handset for use in e.g., industrial environments offering superb protection from liquids, dust etc.: 3740: A special "intrinsically safe" handset for usage in areas with high risk of explosions, like coalmines, refineries, gas stations etc. where e.g. a minor internal spark in the handset could otherwise ignite an explosion.: 3749 DECT R4 is now available in additional regions, especially in the CALA theatre. Type approval has been achieved for Mexico, Brazil and Argentina. Please note that due to regulation, separate power supplies are required and not all powering/charging options may be available. Please refer to the DECT R4 product description on support.avaya.com. The cost-efficient 4-channel base-station "compact" offers a more economical solution for small installs of e.g. 3 base-stations/10 handsets where 4-radio channels are sufficient. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 158 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Overview The complete DECT R4 solution consists of the following: · Four wireless handsets (3720, 3725, 3740, and 3749) plus a line of accessories. · Two 8-channel radio base stations (with internal and external antennas) with IP interface for usage with IP Office. · A 4-channel Compact base-station for small installs, up to 5 can be used per system. · An IP DECT Gateway to enable an IP connection with IP Office and ISDN connection with radio base stations. · An appliance server for centralized functions like corporate directory and internal phonebook access, simple text messaging, integration of messaging and other external applications, centralized configuration and maintenance etc. As the solution contains a handset with liquid protection and BlueTooth headset interface and an appliance server for attaching messaging applications it is especially well suited for verticals like healthcare and retail. All handsets and radio base stations support the DECT frequency bands in EMEA, APAC, NAR and CALA with the same hardware and firmware. (Please check type approval for availability in the different regions) The Avaya DECT R4 solution on IP Office supports up to 384 handsets and 128 base stations. Each base station can be powered over the LAN using the Power over Ethernet (PoE) standard. Each base station can be also powered by an external power supply. There are two versions of the base station (IPBS) available:, a standard base station with fixed antennas and an enhanced base station with a variety of external antennas (External antenna not available in the US). Both base-stations can be installed in an outdoor housing to provide an "external" base-station. In all approved regions, this system supports the 3720, 3725, 3740, and 3749 handsets. Note: A SARI certificate is required for the DECT R4 to work on IP Office. SARI Certification Unlike IP DECT, DECT R4 does not require licensing. However, you still need to know the necessary number of VCM channels on IP Office. To uniquely identify a single system (e.g. to generate a PARK code) one SARI certificate (Secondary Access Rights Identifier) is required once per DECT installation to identify the system. The SARI is printed on paper and must be ordered separately. Generally, each system requires its own SARI to e.g. avoid cross-usage of phones. While not recommended, a single customer with several sites, but non-overlapping base-stations, could use the same SARI certificate. A base-station can be added and changed without any problem. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 159 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP DECT Radio Base Station 1 (IPBS1) The DECT R4 Radio Base Stations are used with IP Office only. You can have up to five base stations per system. Each station connects directly to a LAN switch using Ethernet cabling. The DECT R4 Radio Base Stations can either be powered by Power-over-Ethernet or by using external power supplies that are available as accessories. Each standard DECT R4 Radio Base Station can handle up to eight concurrent calls while each Compact Radio Base Station can handle up to 4 concurrent calls. A special protocol called on-air synchronization ensures that active calls are seamlessly handed over from one DECT R4 Radio Base Station to the next one if a user with an active call roams through a building. To make sure that the on-air protocol works and that the whole building is covered by the ranges of the DECT R4 Radio Base Stations, a site survey is needed to determine the number and placement of the DECT R4 Radio Base stations within the building. Avaya offers these site surveys as a service offer by AGS as well as measurement kits for business partners who want to do these site surveys on their own. The on-air synchronization as well as the access to the phonebook of IP Office is done by a special software (master server) that can run in parallel to the standard DECT R4 Radio Base Station software on the same hardware. In this release of IP Office, IPBS2 replaced IPBS1. While they are functionally the same, IPBS2 can be used in a mixed configuration with IPBS1. DECT R4 Radio Base Station with internal antennas DECT R4 Radio Base Station with external antennas Each base station has the following features: · Two variants of the standard Radio Base Station: With Internal antenna and with External Antenna due to regulation, in the US only the base-station with internal antenna may be used. · There are several antennas available for the base-station with external antenna: Standard, Directional Single, Directional Dual, Omnidirectional. · One variant of the Compact Radio Base Station with internal antennas. The compact base station has the same look and feel as the base station with internal antenna. · Outdoor housing available for both versions · Up to five compact base stations per system can be installed · 8 simultaneous voice and up to 12 signaling channels for the standard Radio Base Stations. · 4 simultaneous voice and up to 12 signaling channels for the compact Radio Base Stations. · Codec G.711, G723, G.729a/b for base station IP trunk connection. · Power consumption · Power over Ethernet or local power supply supported · Power over Ethernet, IEEE 802.3af, class 2, typical 4W, maximum 5W consumption. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 160 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Dimension: 200 (w) x 165 (d) x 56 (h) mm including mounting bracket · Weight RBS: 450g. IP DECT Radio Base Station 2 (IPBS2) Avaya is introducing the new IP base stations (IPBS2) for the DECT R4 to replace the first generation of IP base stations (IPBS1). There is no change to the functionality of the IP base station and the feature set provided on IP Office. Avaya will continue to offer the same version of the IP base station 2 as currently offered for the IPBS1: · IP base station 2 w/ internal antennas · IP base station 2 w/ external antennas (for European Union, Switzerland, Iceland, Norway and Russia only) · IP base station 2 Compact for IP Office The IP base station 2 products are fully interoperable with the IP base station 1 products and the IP DECT Gateway solution. The IP base station 2 product also use the same housing as the equivalent IP base station 1 products which means that there is no change to the mounting products and IPBS1 units can be easily replaced with IPBS2 units if needed. External antennas and power supplies for IPBS1 can also be used with IPBS2. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 161 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP DECT Gateway Information The IP DECT Gateway allows connecting digital base stations to the DECT R4 solution with the intention to leverage existing 4-wire cabling, for example when replacing an older PBX with IP Office. In addition, Avaya is introducing new versions of the IP Base Stations (IPBS) and the Avaya Inbuilding Wireless Server (AIWS). The new Avaya IP DECT Gateway solution consists of new digital DECT base stations connected to an Avaya IP DECT Gateway. The solution extends the existing Avaya DECT R4 solution by making use of 4-wire UPN-cables. The Avaya IP DECT Gateway will enable digital DECT base stations to act as additional radios that belong to an Avaya DECT R4 system. The IP DECT Gateway will be connected to the LAN and communicate to the IP Office, AIWS, Chargers and any IPBS via IP. Standalone Avaya IP DECT Gateway installations and mixed installations with DECT R4 IP base stations are possible. DECT R4 IP Base Stations and Digital Base Stations use the same housing and accordingly the same mounting options can be used. Major highlights of the Avaya IP DECT Gateway solution include: · Up to 16 digital base stations can be connected to an Avaya IP DECT Gateway appliance · Up to two IP DECT Gateways are supported per IP Office; stackable solution (multiple IP DECT GW appliances operating in one IP DECT system) · Remote power feeding of digital base stations via UPN-ports · Synchronization of attached digital base stations via UPN cables (including automatic cable delay measurement). · Over-the air synchronization master for IP base stations. Master sync or backup sync functionality can reside in the gateway appliance. · Seamless roaming and handover, also with IP base station on same site · IP DECT master functionality can reside in an IP DECT Gateway · Remote configuration and software upgrade of IP DECT Gateway appliance (web-based) · Remote SW update of digital base stations connected to the Gateway appliance · Support of same wireless handset types as in a pure IP DECT R4 installation only using IP Base Stations (3720, 3725, 3740, 3749, 3rd party CAP/GAP handsets providing same level of functionality as current DECT R4 IP DECT solution) · Provision of same AIWS functions as with a pure IP DECT R4 installation only using IP Base Stations · Configuration option for reuse of Avaya’s UPN-repeaters: this means a configuration option for each base station port to disable the automatic cable delay measurement and instead manually set a cable delay for that specific port Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 162 Issue 27.01.0 (Thursday, September 26, 2013)
  • The IP DECT Gateway introduces four new products: · IP DECT Gateway · Digital Base Station w/ internal antennas (for European Union, Switzerland, Iceland, Liechtenstein, Norway and Russia) · Digital Base Station w/ external antennas (for European Union, Switzerland, Iceland, Norway and Russia) · Digital Base Station w/ internal antennas (for US and Canada) Note: Digital ISDN DECT Base Stations from Integral are NOT supported on the IP DECT Gateway. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 163 Issue 27.01.0 (Thursday, September 26, 2013)
  • DECT Feature Overview Given the degree of integration available to wireless users with DECT, there are a variety of means by which calls can be routed to wireless handsets: · Handover While in motion, the handset performs continuous measurements to determine which DECT R4 base station has the strongest signal. The one that can be best received is defined as the active Base station. To prevent the handset from rapidly switching back and forth between two base stations that are equally well received, threshold values are used. Handover between base stations occurs seamlessly whether a call is active or not. · DECT Networking An DECT R4 telephone can travel from one office to another which is connected over a wide area network (WAN) link and make and take calls. In this scenario the main DECT R4 controller remains at one "headquarters" location, with slave base stations in up to 31 other offices. · DDI/DID Since each wireless handset is an extension on the IP Office system calls may be routed directly using a DDI/DID number. · Transfer Calls may be transferred to DECT extensions by operators or other extension users and DECT extension users may transfer callers to any other extension user. · Hunt group compatibility Wireless handsets may be programmed as members of groups and answer calls in the same manner as any other extension within that group. · Group working Wireless handsets may be programmed as members of groups and attract calls in the same manner as any other extension within that group. DECT handsets must NOT be configured into collective groups. · Divert destination Users may initiate any or all diverts from an Avaya desk phone to a wireless handset. · Twinning Twinning allows calls to a user main extension number to alert at both that extension and a secondary extension. Though not restricted to DECT, this feature is aimed primarily at users who have both a desk phone and a wireless extension. Calls from the secondary twinned extension are presented as if from the user's main extension. Presentation of call waiting and busy is based on whether either of the twinned extensions is in use. · DECT R4 Capacities: Feature DECT R4 Maximum Handsets 384 Maximum Base Stations if Master Server is on a standard RBS 128 Maximum Digital Base Stations 128 Maximum Base Stations if Master Server is on a Compact RBS 5 Maximum IP DECT Gateways 8 Total Base Stations/Compact Base Stations/Digital Base Stations Total number of Compact Base Stations Maximum simultaneous calls 128 5 100* *May be limited by the available VCM voice compression channels for calls to non-IP destinations. DECT R4 on IP Office does not support Redundancy option. · Redundancy DECT R4 on IP Office does not support Redundancy option. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 164 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Licensing Other than IP-DECT, DECT R4 does not require any licensing by itself (next to the licensing for the appropriate VCM channels in IP Office). However, a valid SARI license is required and must be ordered. For each DECT handset one Avaya IP Endpoint license is required. In addition, one SARI Certificate is required for each DECT R4 system to uniquely identify that DECT R4 System. The SARI is printed on paper and must be ordered separately. This applies for regular IP Base Station as well as IP DECT Gateway type of deployments. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 165 Issue 27.01.0 (Thursday, September 26, 2013)
  • DECT R4 Inbuilding Wireless Server 2 (AIWS2) First generation AIWS has been replaced with AIWS2. The Avaya AIWS2 is a new application server module for DECT R4 solution to run applications such as messaging, central phonebook, LDAP directory access, centralized device management and OAP interface provision. AIWS2 handles wireless services and messaging, and runs on a solid state embedded server. It comes pre-installed, with the appropriate features activated on that server. The Avaya AIWS2 servers supports the same feature set as the first generation AIWS servers. Major highlights include · 19-inch rack-mountable and wall-mountable, "pizza box" form factor · Built-in power supply · 400 MHz ARM9 processor with 256 MB RAM and 1GB On-board flash · Basically support for all features support on AIWS1 · Upgrade capability from AIWS1 to AIWS2 (re-use of module keys, licenses, and configuration files from Elise 2 appliances possible) · Full interoperability with AIWS appliances (mixed AIWS installations of AIWS1 and AIWS2 possible) Avaya is introducing replacement part numbers for the AIWS2 products. In addition, a front mounting kit and a reverse mounting kit will be introduced. For installation and maintenance, this server is managed by a PC using Windows Internet Explorer (7.0 or above) and Sun’s Java Runtime Environment. Several variants of the server are available. All Servers come fully installed and preloaded with licenses so no extra installation is needed. There is no upgrade available from e.g. Basic to standard. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 166 Issue 27.01.0 (Thursday, September 26, 2013)
  • Basic Basic+ Standard OAP NTP Server (IP Office can also act as NTP Server) X X X X Access To Central Phonebook X X X X X (only IP Office) X (only IP Office) X (IP Office & LDAP) X X X X X X X X Access To Corporate Directories (LDAP on CM /TFTP on IP Office ) (Central IP Office phonebook is also supported directly on the Master RBS) SMS Handset to Handset Basic Web Messaging Netpage Web Messaging X Software Download Over-The-Air X (up to 32 handsets) X (up to 120 handsets) Software Download Via Advanced/Rack Charger X (up to 32 handsets) X (up to 120 handsets) Centralized Handset Configuration Over-The-Air X (up to 32 handsets) X (up to 120 handsets) Centralized Handset Configuration Via Advanced/ Rack Charger X (up to 32 handsets) X (up to 120 handsets) Virtual SIM Card X (up to 32 handsets) X (up to 120 handsets) AIWS as Protocol Converter Product Description IP Office 9.0 X (only OAP) © 2013 AVAYA All rights reserved. Page 167 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3720 DECT This telephone is fully supported on the Avaya DECT R4 system. Standard DECT handset: · Black and white display with Backlight and Icons · Loudspeaker / hands free · Graphical user interface · Four way navigation key · 6 built-in UI languages · Standby 180 hours , Talk Time 16 hours (under optimal conditions). · This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and handover. Access to other features including IP Office central directory and time of day is not available in GAP-mode. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 168 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3725 DECT This telephone is fully supported on the Avaya DECT R4 system. Standard DECT handset: · Color Display with Backlight and Icons · Loudspeaker / hands free · Build in Bluetooth 2.0, supporting the "headset" profile. While others standard compliant headsets should work, Avaya has only tested a selected number. See list of Headsets 136 . · Graphical user interface · Four way navigation key · 19 built-in UI languages. However, in some languages menu items may appear in the English language. · Standby 180 hours, Talk Time 16 hours (under optimal conditions) Bluetooth headset interface (Bluetooth 2.0, handsfree profile) · Liquid and dust protected (IP 44) · Multi-functional button (alarm call, answer call, etc.) · Text message support (requires AIWS, 30 messages sent/received storable, message length 160 characters) · This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and handover. Access to other features including IP Office central directory and time of day is not available in GAP-mode. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 169 Issue 27.01.0 (Thursday, September 26, 2013)
  • The new DECT R4 handsets will work with the legacy IP DECT system. Nevertheless not all features available with the 3701 and 3711 handsets will be available on the DECT R4 handsets as well. An (incomplete) list of working features is: · Subscription with PARK. · Basic Call. · Display Messages (with some limitations, e.g. truncation at end of line). · Handover. · Roaming. · R-Key Handling (Enquiry call, Conference, ...). · Feature Access Codes. · Distinguish between internal/external calls. · DTMF during call. · Local call log (calling party numbers are transmitted). · Local time and date. Features already known to be not working with DECT R4 handsets and the legacy IP DECT system are · Access of external directory (e.g. LDAP). · Get time and date from the system. · WML (WAP access). · SMS/Messaging (not a feature of the legacy IP DECT system). Generally it is highly recommended to do a sample installation with one handset first before rolling out a larger set of DECT R4 handsets on a legacy IP DECT system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 170 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3740 Ruggedized DECT This telephone is fully supported on the Avaya DECT R4 system. · Black and white display with Backlight and Icons · Loudspeaker / hands free · Graphical user interface · Four way navigation key · 19 built-in UI languages. However, in some languages menu items may appear in the English language. · Standby 150 hours, Talk Time 18 hours (under optimal conditions) · Ruggedness: Shockproof certification IEC 60068-2-32, procedure 1 from 2 meters · Operating temperature: -10°C to +55°C · Liquid and dust protected (IP 65) · Multi-functional button (alarm call, answer call, etc.) · Text message support (requires AIWS, 30 messages sent/received storable, message length 160 characters). · This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and handover. Access to other features including IP Office central directory and time of day is not available in GAP-mode. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 171 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3749 Intrinsically Safe DECT Handset This telephone is fully supported on the Avaya DECT R4 system. · Color display with Backlight and Icons. · Loudspeaker / hands free. · Build in Bluetooth 2.0, supporting the "headset" profile. While others standard compliant headsets should work, Avaya has only tested a selected number. See list of Headsets 173 . · Graphical user interface. · Four way navigation key. · 19 built-in UI languages. However, in some languages menu items may appear in the English language. · Standby 80 hours, Talk Time 10 hours (under optimal conditions). · Ruggedness: Shockproof certification IEC 60068-2-32, procedure 1 from 2 meters. · Operating temperature: -10°C to +55°C. · Liquid and dust protected (IP 65). · Multi-functional button (alarm call, answer call, etc.). · Text message support (requires AIWS, 30 messages sent/received storable, message length 160 characters). · Limitations due to power constraints for Intrinsically Safe handsets: · Display brightness is lower. · The keypad has no backlight for security reasons. · The vibrator and sound are not activated simultaneously (Ringing and vibration alternate). · The ring signal/beeper volume is slightly lower than 3740. · Loudspeaker volume is slightly lower than 3740. · This handset is also GAP compatible. It can therefore be used on other DECT systems including Avaya IP DECT. However, when in GAP mode the functionality is limited to standard call, DECT roaming and handover. Access to other features including IP Office central directory and time of day is not available in GAP-mode. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 172 Issue 27.01.0 (Thursday, September 26, 2013)
  • DECT R4 Handset Summary Telephone 3740 DECT Telephone 3749 DECT Telephone Keypad yes yes yes yes yes yes yes yes Softkeys 3 3 3 3 Navigation cluster 4-way 5-way 4-way 4-way Volume buttons yes yes yes Mute button yes yes yes Alarm button Display: 3725 DECT Telephone Hook on/off buttons Keys: 3720 DECT Telephone yes yes yes 112 x 115 pixels, 128 x 160 Black and white pixels, 64K colors 128 x 160 128 x 160 pixels, pixels, Black and 64K colors White Battery indicator yes yes yes yes Signal strength indicator yes yes yes yes Time and date display Audio: Display, illuminated yes yes yes yes Handsfree yes, 2-way speakerphone Headset interface 2.5 yes mm Bluetooth 2.0 Headset profile no Supported Ring tones 14 yes, 2-way speakerphone no, IP65 compatible special plug yes no yes 14 14 14 Ring tone volume yes Ring, Vibration, visual Ring, Vibration, visual Usage profiles Supported Supported Key beep Yes, selectable Yes, selectable Volume control 8 levels 8 levels 8 levels 8 levels Message LED (Redgreen) yes yes yes yes Call log (Local) 25 entries 25 entries 25 entries 25 entries Local Directory/ Contacts 250 250 250 250 Access to IP Office Directory Possible[1] Possible[1] Possible[1] Possible[1] Support of Text Messaging no Optional[1] Optional[1] Optional[1] Phone lock pin protected pin protected pin protected pin protected Keyes lock yes yes yes yes Programmable "in Call Feature" menu 10 functions 10 functions 10 functions 10 functions Programmable "Call Services" Menu 10 functions 10 functions 10 functions 10 functions GAP compliant yes yes yes yes Battery Lithium Polymer Lithium-Ion Lithium-Ion Lithium-Ion Standby/Talk time No Bluetooth Product Description IP Office 9.0 yes Ringing options Hardware: 8 levels Vibration Features 8 levels 160/16 hours 120/20 hours 150/18 hours 80/10 hours © 2013 AVAYA All rights reserved. Page 173 Issue 27.01.0 (Thursday, September 26, 2013)
  • Telephone 3720 DECT Telephone 3725 DECT Telephone 3740 DECT Telephone 3749 DECT Telephone Standby/Talk time with Bluetooth n.a. 120/13 hours n.a. 80/6 hours Charge time 4 hours 4 hours 4 hours 4 hours IP 44 IP 65 IP 65 Dust/Liquid Protection level Ruggedness IEC 68-2-32, procedure 1, dropped 12 times from 1 metre Intrinsically save design (for use e.g. in mining, chemical industry, gasstations) No No IEC 68-2-32, procedure 1, dropped 12 times from 2.0 m No Size 133 × 53 × 24 Weight 115 g (battery 130 g (battery 180 g (battery and clip included and clip and clip included) included) Belt clip options none, standard, swivel Localization Supported languages English, : German 134 × 53 × 26 143 x 59 x 29 mm mm Yes 143 x 59 x 29 mm 180 g (battery and clip included) none, standard, swivel Czech Czech Czech Danish Danish Danish Spanish Dutch, Dutch, Dutch, French English English English Finnish Finnish French French German, German, Greek Greek Greek Hungarian Hungarian Hungarian Italian Italian Italian Norwegian Norwegian Norwegian Polish Polish Polish Portuguese (Brazilian) Portuguese (Brazilian) Portuguese (Brazilian) Portuguese Portuguese Portuguese Russian Russian Russian Slovakian, Slovakian, Slovakian, Spanish Spanish Spanish Swedish Swedish Swedish Downloadable Finnish language (one of French 14[2]) German, 1. Requires AIWS Server for integration with IP Office 2. Language supported on phone, IP Office menu items might appear in English. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 174 Issue 27.01.0 (Thursday, September 26, 2013)
  • Supported Bluetooth Headsets on the 3725 and 3749 headsets 3725 and 3749 have build in Bluetooth 2.0, supporting the "headset" profile. While others standard compliant headsets should work, Avaya has only tested a selected number. The following headsets are recommended: · Plantronics Voyager 520 · Plantronics Voyager 835 · Plantronics Explorer 390 · Nokia BH-804 · Nokia BH-904 · SonyEricsson HBH-PV740 · Peltor M2RX7-WS4 · SonyEricsson HBH-PV702 · SonyEricsson HBH-GV435 · SonyEricsson HBH-IV835 · Plantronics Voyager510 · Plantronics Explorer665 · Nokia BH-201 · Jabra BT8010 · Motorola H350 · Motorola H670 · Samsung WEP4102 Features known to be networking with DECT R4 handsets and the legacy IP DECT system are · Access of IP Office/ external directory (e.g. LDAP). · Get time and date from the system. · WML (WAP access). · SMS/Messaging (not a feature of the legacy IP DECT system). Generally it is highly recommended to do a sample installation with one handset first before rolling out a larger set of DECT R4 handsets on a legacy IP DECT system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 175 Issue 27.01.0 (Thursday, September 26, 2013)
  • DECT R4 Accessories and Site Survey Kits DECT R4 Accessories In addition to the standard chargers, a number of high functionality chargers exist: · Basic Charger o o · Charges one DECT phone (3720 and 3725) Charge time: 4 hours. Advanced Charger o o Supports easy replacement of telephones o Connected to configuration tool PDM (Portable Device Manager) via USB or Ethernet o · Charges one DECT phone (3720 and 3725) Charge time: 4 hours. Rackmount Charger o Same functionality as the advanced charger but for up to 6 DECT telephones (3720 and 3725) o Charge time: 4 hours. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 176 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Multiple Battery Charger o · Portable Device Manager Software to be used in combination with Advanced or Rackmount Charger in order to Manage the 3720 and 3725 phone: o · Charges 6 batteries (3725). Requirements: Windows XP Professional, Service Pack 2 (SP2) or Windows Vista Business operating system, Sun Java Runtime Environment (JRE) 6 or later, Acrobat Reader 5 or higher. Other accessories o Handset Basic Belt Clip o Handset Swivel Belt Clip o Handset Leather Case (3720 and 3725) o Handset Security Chain Site Survey Kits Site Survey Kits contain the items indicated in the table below. However, note that Site Survey Kits do not include IP Base Stations or handsets. As such, you must purchase the following items separately: · Two IP Base Stations · at least one of the following DECT handsets: 3725, 3740,3749 (3720 does not support the Site Survey mode) Comcode Description Contents 70050121 DECT SITE 6 SURVEY KIT V2 W/ BATTERY · One carrying case · Two brackets for placing the base stations on e.g. a door or on a tripod · Two battery cables to connect the battery to the base station · Two battery chargers incl. user manuals· Interchangeable attachments / plugs (EU, UK, AU+US)· Two battery packs · One user guide Usage only in EU/EFTA, US, Canada, Singapore and UAE 70050121 DECT SITE 7 SURVEY KIT V2 W/O BATTERY · One carrying case · Two brackets for placing the base stations on e.g. a door or on a tripod · Two battery cables to connect the battery to the base station · Two 0,5 m cable with DC plug · One user guide Usage in all countries where the DECT R4 portfolio can be sold Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 177 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wireless - Avaya IP DECT IP-DECT, while fully supported, is no longer available for new sales or upgrades. The IP DECT solution delivers the productivity-boosting benefits of IP and wireless communications across multiple offices in a convenient, lightweight handset. It provides businesses with a highly functional wireless solution with the ability to scale to support large numbers of users. This system also supports users in different offices connected via a WAN. The Avaya IP DECT solution radio fixed part (RFP) or base station connects to the IP Office using an IP protocol based on H.323. The Avaya IP DECT solution supports up to 120 handsets and 32 base stations. Each base station can be powered over the LAN using the Power over Ethernet (PoE) standard. Each indoor base station can also optionally be connected to main power via an external power adaptor. Each outdoor base station can only be powered using PoE - no individual power supplies are available to power the outdoor IP DECT base station. In EMEA and APAC this system supports the 3701 and 3711 handsets. In North America, only the 3711 handset is supported. Note: The regulatory requirements for the radio part (base station and Handset) are slightly different in the US and Canada compared to EMEA and APAC. Therefore, while providing the same functionality, the hardware is different in these two regions. Each Base station has the following features: · 8 simultaneous Voice and up to 12 Signaling Channels. · Codec G.711, G.723, G.729 for base station IP trunk connection. · Handover While in motion, the handset performs continuous measurements to determine which IP DECT base station has the strongest signal. The one that can be best received is defined as the active Base station. To prevent the handset from rapidly switching back and forth between two base stations that are equally well received, threshold values are used. Handover between base stations occurs seamlessly whether a call is active or not. · DECT Networking An IP DECT telephone can travel from one office to another which is connected over a wide area network (WAN) link and make and take calls. In this scenario the main IP DECT controller remains at one "headquarters" location. Given the degree of integration available to wireless users with DECT, there are a variety of means by which calls can be routed to wireless handsets: · DDI/DID Since each wireless handset is an extension on the IP Office system calls may be routed directly using a DDI/DID number. · Transfer Calls may be transferred to DECT extensions by operators or other extension users and DECT extension users may transfer callers to any other extension user. · Hunt group compatibility Wireless handsets may be programmed as members of groups and answer calls in the same manner as any other extension within that group. · Group working Wireless handsets may be programmed as members of groups and attract calls in the same manner as any other extension within that group. DECT handsets must NOT be configured into collective groups. · Divert destination Users may initiate any or all diverts from an Avaya desk phone to a wireless handset. · Twinning Twinning allows calls to a user main extension number to alert at both that extension and a secondary extension. Though not restricted to DECT, this feature is aimed primarily at users who have both a desk phone and a wireless extension. Calls from the secondary twinned extension are presented as if from the user's main extension. Presentation of call waiting and busy is based on whether either of the twinned extensions is in use. IP DECT Capacities Feature Maximum handsets Maximum base-stations Product Description IP Office 9.0 IP DECT 120 32 © 2013 AVAYA All rights reserved. Page 178 Issue 27.01.0 (Thursday, September 26, 2013)
  • Total base-stations/repeaters Maximum simultaneous calls 32 100* *May be limited by the available VCM voice compression channels for calls to non-IP destinations. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 179 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3701 IP DECT This telephone is fully supported on the Avaya IP DECT system. It is no longer available for new sales. However, it can also be used on the Avaya DECT R4 system in 'GAP-mode' with functionality limited to standard calling functionality, DECT roaming and handover. The built in feature list will not work on DECT R4. · Listen-only handsfree speaker. · SOS Emergency key for speed dialing an emergency number. · Information key that can be used for: o Phone number lists and voice mail indication. o Information and speaker key flash when active. · 50 phone book entries in every handset · 10 possible ring tones with temporary mute. · 4-level signal strength display. · Speaker and handset volume, 3-levels and mute capability. · Manual and automatic key lock (1 minute timer). · Temporary ring tone muting. · Silent charging. · 12 menu languages: Czech, Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Portuguese, Spanish and Swedish. However, in the Czech and Norwegian language mode some menu items may appear in the English language. · Illuminated 3-line graphic display (96 x 33 pixels), variable 3-level contrast. · Stand-by time: Up to 100 hours. · Talk time: Up to 10 hours. · Charge time: max. 6 hours for empty batteries. · Weight: 138 grams including 3 AAA (NiMH) batteries. · Dimensions (Height x Width X Depth): 146 x 55 x 28 mm. Optional telephone accessories include: · Desktop charger. · An adapter cord for use with headsets. · Heavy-duty belt clip. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 180 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3711 IP DECT This telephone is fully supported on the Avaya IP DECT system. It is no longer available for new sales. However, it can also be used on the Avaya DECT R4 system in 'GAP-mode' with functionality limited to standard calling functionality, DECT roaming and handover. The built in feature list will not work on DECT R4. The 3711 phone supports the same features as the 3701 IP DECT handset but with the following differences: · Full handsfree speakerphone operation. · Headset connection (2.5 mm jack). · Vibrating alarm. · Personal phone book with 100 entries · Access to system phone book. · Voicemail indication. · Choice from 30 ring tones. · Speaker and handset volume, 7-levels and mute capability. · Automatic call pick-up using a headset. · 10 menu languages: Danish, Dutch, English, Finnish, French, German, Italian, Portuguese, Spanish and Swedish. · Illuminated 5-line graphic display, (96 x 60 pixels), variable 7-level contrast. Optional handset accessories include: · Desktop charger. · An adapter cord for use with headsets. · Heavy-duty belt clip. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 181 Issue 27.01.0 (Thursday, September 26, 2013)
  • Wireless - WiFi (802.11) The Avaya IP Wireless solution offers an advanced Voice over IP (VoIP) client for wireless networks. This solution allows SME' The 3641 and 3645 telephones provide an improved user-interface, a new lightweight design and a radio that supports several WiFi standards (802.11a/b/g). With these handsets customers have an increased choice to fit their needs and infrastructure. Based on global standards for wireless LAN's, the Avaya IP Wireless Telephone Solution simplifies network infrastructure by enabling voice traffic to be carried along with data traffic over the same wireless network. 3616, 3620 and 3626 telephones are supported but no longer available from Avaya for direct sequence 802.11b WiFi networks; the 3641 and 3645 will also work in 802.11a and 802.11g networks. These telephones are also field upgradeable through external TFTP clients (not included), so telephones can be updated with new protocols, features, and capabilities as they become available. Users can have a choice of an executive or rugged workplace telephone and all the productivity benefits of their desk telephone in this next generation of wireless telephone solutions. Wireless IP Terminals Users can have a choice of 2 WiFi telephones to meet their in building mobility needs: · Both support the 802.11 a/b/g standards and up to 12 lines or selected features. Both of these handsets are resistant to dust and spraying water and therefore also suitable for harsh environments. They also offer office-quality speaker-phone functionality. · Avaya 3641 supports a broad range of enterprise applications and is ideally suited for general office, financial or hospitality industries. This compact handset offers a high-resolution backlight graphic display a new, improved user-interface and design and a lightweight form factor. · Avaya 3645 is a slightly larger version that in addition supports "push-to-talk" functionality for broadcast communication between employees. Due to its rubberized sized grips and the larger ear cup it is especially well suited in noisy and industrial environments. · Access to 2 x 6 lines or selected features through the "line" key and the "FCN" key (no individual labels are supported for the administered functions on the function keys, status information only for call appearances but not for line appearances). Standards based Quality of Service support New software is available for the 3641 and 3645 handsets to allows use of open standard Quality of Service mechanisms based on WMM standards. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 182 Issue 27.01.0 (Thursday, September 26, 2013)
  • WiFi Multimedia (WMM) is a specification and certification program created by the WiFi Alliance, based upon the Enhanced Distributed Channel Access (EDCA) mechanism defined in the 802.11e standard. Avaya handsets support two QoS methods; the proprietary SpectraLink Voice Priority (SVP) developed to meet a gap which existed before 802.11e ratification and the standards-based WiFi Alliance Wireless Multi-Media (WMM). SVP (with AVPP server) or WMM-enabled APs are required for all Avaya wireless telephone installations, even if the WLAN is used only for voice. Without a method of prioritization for voice packets, the lack of a controlled delivery method will result in poor audio quality, reduced capacity, poor handoffs and/or poor battery life even with only voice devices on the network. The latest Avaya 364x H.323 GA software does support 802.11e (WMM), AVPP, or CCXv4 for voice prioritization/admission control and power management. It is important to note that the Access Point infrastructure can only be configured with one of the three options (e.g. you cannot have WMM and AVPP configured on the same AP). Also be aware that WMM or CCXv4 cannot be used if the customer has a mix of current 364x model and vintage 361x/362x model Handsets (e.g. in these deployment the only option is AVPP). Even though the AVPP server is now an optional component for the 364x offering, the WLAN infrastructure deployed in a WMM or CCXv4 implementation must still be Voice Interoperability for Enterprise Wireless (VIEW) compliant per the following matrix: http://supportdocs.polycom.com/PolycomService/support/global/ documents/support/user/products/voice/VIEW_Certified_Products_Guide.pdf. For example, the Avaya WLAN 8100 is now on the Polycom VIEW certified list with WMM (no AVPP server required) for use with the 364x. The configuration guide is posted at http://supportdocs.spectralink.com/ SpectralinkService/support/global/documents/support/user/products/voice/VIEW_Avaya_WLAN_8100.pdf Basic WMM implementation in access points does not include Unscheduled-Automatic Power Save Delivery (UAPSD) and Call Admission Control (CAC), which are also defined in the 802.11e standard. Therefore, the AVPP is required to ensure the timing and delivery of Avaya voice packets, which is critical as the user hands off between APs and for improved battery life. The AVPP also provides call admission control and allows the number of calls per AP to be configured. Please also refer to the Deployment Guide for Avaya-Polycom VoWiFi Telephones available on support.avaya. com. Avaya Voice Priority Processors The Avaya Voice Priority Processor (AVPP) is an Ethernet LAN appliance that works with access points to provide Quality of Service (QoS) on the wireless LAN if the network is not VIEW compliant. All packets to and from the wireless telephones pass through the AVPP and are encapsulated for prioritization as they are routed to and from IP Office. AVPP is fully compliant with the IEEE 802.11a/b/g standards. AVPP is required for QoS because the current IEEE 802.11a/b/g wireless LAN standards provide only limited mechanism for differentiating audio packets from data packets. It also delivers quality of service by limiting the number of telephones that are connected to one access point in order to avoid quality problems. In addition AVPP ensures that the phone can run in energy-efficient mode when not in use. The following AVPPs are available to meet customer needs: · AVPP100: Serves 80 calls simultaneously. · AVPP020: Serves 20 powered-on handsets. · AVPP010: Serves 10 powered-on handsets. Wireless Access Points When using the Avaya Wireless IP solution, customers can utilize wireless access points from various vendors. The list of compatible wireless access points is large and constantly growing. Please visit http://www.polycom. com/support/voice/wi-fi/view_certified.html and select "WLAN Compatibility List" for the latest information. Benefits · Supports 802.11 a/b/g standards for WiFi networks converging voice and data over a single network. · Seamless integration with IP Office. · Excellent voice quality on converged wireless networks. · Lightweight, durable handsets specifically designed for workplace use. · Improved display, battery life, processor power all with lower costs. · Increased range of AVPP's to address the needs of diverse construct sizes. · Multitude of accessories are available: o Product Description IP Office 9.0 Dual Charger (full charge accomplished in approximately one and a half hours). © 2013 AVAYA All rights reserved. Page 183 Issue 27.01.0 (Thursday, September 26, 2013)
  • o Quick Charger (full charge accomplished in approximately one and a half hours). o Single, Dual, and Quad Chargers for the 3641 and 3645 telephones. o Belt Clip. o Nylon Pouch. o Carrying case with Lanyard. o Hands Free Pouch. o Noise canceling headset. o Over the ear headset. Avaya IP Wireless Telephony Solution (AWTS) Open Application Interface (OAI) Gateway The AWTS Open Application Interface (OAI) Gateway enables third- party software applications to communicate with the Avaya IP Wireless Telephones. This serves as a two-way messaging device. Many companies provide applications that interface to your in-house paging systems, email, and client-server messaging. Other vendors with complementary systems such as nurse call, telemetry, alarm, and control system manufacturers are currently developing applications to interface with the Avaya IP Wireless Telephone solution. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 184 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3641 Ruggedized Wireless Telephone The Avaya 3641 Wireless Telephone is a WiFi standard (802.11a/b/g) telephone that runs using H.323. The 3641 supports the following features: · Slim lightweight design with large display. · Backlight display with Icons. · Simple to use with improved user interface. · Navigation and soft keys for simple access to frequently used operations. · Office-quality speakerphone for handsfree operation. · 802.11a/b/g standard-compatible. · Radio Frequency 2.4000 GHz (b/g) or 5.8 GHz (a). · FCC certification Part 15.247. · Management of telephones via DHCP and TFTP. · Voice encoding G711, G.729a. · Wired Equivalent Privacy (WEP), 40bit and 128 bit and 802.11i (PSK) for secure communication. · Lithium Ion Battery pack with up to 8 hours talk time and 160 hours standby. · IP-53 Design (Liquid/dust protection). · MIL 810F Design (Shock protection). · Clips, cases, lanyard. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 185 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3645 Ruggedized Wireless Telephone The Avaya 3645 Wireless Telephone is a WiFi standard (802.11a/b/g) telephone that runs using H.323. The 3645 supports all of the features of 3641 185 with the following additions: · Push-to-talk (PTT) functionality for workgroup communication · Enlarged earpiece for operation in noisy environments · Rubberized grips for improved ergonomics and durability Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 186 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3616 Wireless Telephone While no longer available in the current release, this WiFi telephone is still supported. The Avaya 3616 IP Wireless Telephone is a WiFi (802.11b) telephone that runs using H.323. The 3616 supports the following features: · Lightweight innovative design . · Simple to use. · 802.11b standard-compatible. · Radio Frequency 2.4000 – 2.835 GHz (SMI). · Transmission type Direct Sequence Spread Spectrum (DSSS). · FCC certification Part 15.247. · Management of telephones via DHCP and TFTP. · Voice encoding G711. · Transmit Power 100mw peak, <10mW average. · Wired Equivalent Privacy (WEP), 40bit and 128 bit. · 2x16 character alphanumeric, plus status indicators. · 4 hours talk time and 80 hours standby. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 187 Issue 27.01.0 (Thursday, September 26, 2013)
  • 3626 Ruggedized Wireless Telephone While no longer available in the current release, this WiFi telephone is still supported. The Avaya 3626 Wireless Telephone is a WiFi standard (802.11b) telephone that runs using H.323. The 3626 187 supports all of the features of 3616 with the following differences: · Designed for industrial environments. · Ruggedized durable design. · Push-to-talk (walkie-talkie) feature for broadcast communications between employees. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 188 Issue 27.01.0 (Thursday, September 26, 2013)
  • Digital Wireless 3810 Telephone The Digital Wireless 3810 Telephone is supported but is no longer for sale. Features · 2-line, 32 character Handset Liquid Crystal Display (LCD). · 10 hours of talk time, and 4 days of standby time. · 4 displayed operation modes indicating Talk, Ringer On/Off, Battery Low, and Message Waiting. · Single button access to fixed features – Hold, Transfer, Conference, and Redial. · 4 programmable buttons to access features on the PBX. · 20 Number Memory for quick and easy speed dialing · 10 channels, supporting up to 10 simultaneous conversations in overlapping radio coverage areas. · Headset jack. · Ringer and Handset volume control. · User selectable ring type. · Vibrate alert. · Redial Button · Base Unit and Charger Unit. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 189 Issue 27.01.0 (Thursday, September 26, 2013)
  • The Avaya 3810 Wireless Telephone is a digital telephone designed to work with IP Office by connecting to a Digital Station (DS) port. It offers the mobility inherent in a wireless telephone plus access to a number of features and functionality of the connected communications system. A maximum of 5 Avaya 3810 wireless handsets can be connected to the same IP Office in any overlapping radio coverage area. This phone is only available in the USA and Canada. The Avaya 3810 is delivered as a single unit containing: · Base Unit. · Handset. · Telephone Cord. · Base Unit Power Supply Adapter. · Charging Stand Power Supply Adapter. · Rechargeable Battery. · Belt Clip. · Charging Stand. · User and Installation Guide. · Wall Plate Adapter. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 190 Issue 27.01.0 (Thursday, September 26, 2013)
  • Business Series Terminal T7406E Cordless Telephone The T7406E Cordless Telephone is a desk-centric mobility solution, designed for use in a small- to mediumsized enterprise site, branch office or franchise site. The T7406E Cordless Telephone enables businesses to deliver better customer service while making employees more productive with workspace mobility. The T7406E is supported on IP Office modules also supporting the BST digital sets. The T7406E is available in North America, Mexico and Caribbean countries excluding Jamaica and Trinidad. Features An integrated multiline phone, the T7406E leverages the features of the popular Business Series Terminals portfolio and has the following capabilities: · 2.4 GHz ISM Band · WiFi-“friendly” technology that enables the product to work in the vicinity of a wireless LAN with no interference · Frequency-hopping spread spectrum (FHSS) available on 90 channels for each base · Operating range of 350 meters (1000 feet) in outdoor clear line-of-sight · 64-bit standards-based security encryption · Cellphone-like features such as a personal directory, key lock, handsfree speaker, back-light display and keypad, vibration notification · Maximum site density is two (2) base stations, each accommodating up to four (4) handsets · Nickel metal hydride battery delivers 4 to 5 hours of talk time or 36 hours of standby time · Convenient features such as speaker phone, vibrate mode, 20-name directory, out-of-range alert, message waiting and signal strength indicator · Accessories include a belt clip, handset charging cradle, external battery charger, and AC adaptor Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 191 Issue 27.01.0 (Thursday, September 26, 2013)
  • Digital Mobility Solution The Digital Mobility Solution is a modular wireless voice communication system that is based on the Digitally Enhanced Cordless Telephony (DECT) technology. The Digital Mobility Solution scales from 1 to 64 users and covers an area up to 1.5-million square feet for true campus-wide mobility. The solution consists of the following components: · Digital Mobility Controller 080/081 (DMC 080 supported in North America; DMC 081 supported elsewhere) · Digital Mobility Controller 320/321 (DMC 320 supported in North American; DMC 321 supported elsewhere) · Basestation (4 channel) · Repeater (2 channel or 4 channel) · Handsets (3X16 displays) · Handset Accessories · OA&M Package · Service Tool (H/W & S/W) for handsets and repeaters · Deployment Tool Connection to IP Office Connection to IP Office is achieved by using one digital extension connection per DECT phone. The same digital extensions interfaces are required that also support the BST digital telephones like the T7000 series of telephones. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 192 Issue 27.01.0 (Thursday, September 26, 2013)
  • Digital Mobility Controllers The following controllers are available within the Digital Mobility offering: · Digital Mobility Controller 080/081 (DMC 080/081) · Digital Mobility Controller 320/321 (DMC 320/321) The Digital Mobility offering has a multi-cell option that allows you to link two DMC units together to effectively double the capacity, delivering up to 5,000 square meters coverage per base station. DMC 080 and 320 are supported in North America. DMC 081 & 321 are supported elsewhere. Digital Mobility Controller 080/081 (DMC 080/081) Digital Mobility Controller 320/321 (DMC 320/321) The two levels of controllers allow customers to start small and grow their mobility solution to meet their needs today and tomorrow without being charged for additional equipment until the need arises. The DMC 080/081 will support up to eight handsets and two base stations. Two DMC 080/081 modules can be linked together, if incremental growth is required (2 DMC 080/081 linked together will support 4 base stations and 16 handsets). The DMC 320/321 will support 32 handsets and 8 base stations. The DMC 320/321 can also be linked to expand up to 64 handsets and 16 base stations. The DMC module provides power to each base station via twisted pair cable. The base station can be located up to 4921 feet (1500 m) from the DMC module. The two-channel repeater is used to extend coverage from a base station, up to 50% additional coverage. Up to six repeaters can be registered to a specific base station to extend the range of a base station. The repeaters are linked to the base station in a wireless manner, so that no physical connection is required. Local power is required for each repeater. The solution does offer an external antenna which can be used in conjunction with a repeater to extend a base station signal up to 0.62 miles (1 km) away. A typical application would be a campus with multiple buildings requiring coverage. Table 1.Coverage Area Digital Mobility Solution Configuration Product Description IP Office 9.0 Maximum Number of Base stations Maximum Number of Users Maximum Number of Simultaneous Calls Maximum Coverage: Square Feet Maximum Coverage: Square Meters © 2013 AVAYA All rights reserved. Page 193 Issue 27.01.0 (Thursday, September 26, 2013)
  • DMC080/081 2 8 8 180,000 20,000 DMC080/081 + DMC080/081 4 16 16 360,000 40,000 DMC320/321 8 32 32 720,000 80,000 DMC320/321 + DMC080/081 10 40 40 900,000 100,000 DMC320/321 + DMC320/321 16 64 64 1,440,000 160,000 Coverage depends on the environment (including building material and equipment). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 194 Issue 27.01.0 (Thursday, September 26, 2013)
  • Digital Mobility Base Stations Each Digital Mobility base station supports up to four simultaneous calls and provides up to 5,000 square meters of coverage (depending on environment). One base station can support up to six repeaters to further extend the Digital Mobility coverage. Digital Mobility Base Station Digital Mobility Repeaters Each Digital Mobility repeater provides two or four channels and supports two or four simultaneous conversations while extending coverage from a base station by providing up to 50 percent additional mobility coverage. Up to six repeaters can be registered to a specific base station in order to further extend base station range. Repeaters are linked to the base station wirelessly, so no physical connection is required. Local power is required for each repeater. The Digital Mobility solution also includes an external antenna which can be used in conjunction with a repeater to extend a base station signal up to one kilometer away. A typical application would be a campus with multiple buildings requiring coverage. Digital Mobility Repeater Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 195 Issue 27.01.0 (Thursday, September 26, 2013)
  • Digital Mobility Handsets A portfolio of handsets are supported with the mobility portfolio: Digital Mobility Handset 7439 A high value and low cost handset fulfilling all basic requirements for a mobility handset. Targeted at industry, warehouse, and retail segments. The 7439 is available in North America, and Argentina only. Equivalent handsets include the 4135 (EMEA and Hong Kong) 4136 (Australia and New Zealand), and 7434 (South America). Digital Mobility Handset 7449 A classic high-quality rugged handset with a high level of functionality, targeted at office, hospital, and customer support centers. This handset has an IP 54 classification (protection against dust and splashing water). The 7440 is available in North America, and Argentina only. Equivalent handsets include the 4145 (EMEA and Hong Kong) 4146 (Australia and New Zealand), and 7444 (South America). Digital Mobility Handset 4145Ex The ultimate handset with IP 54 and intrinsic safe classifications. Targeted for use in explosives environments within oil, gas and chemical production. The 4145Ex and 4146Ex are no longer available for sale. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 196 Issue 27.01.0 (Thursday, September 26, 2013)
  • Common Handset Attributes · IP Office feature integration similar like the BST telephones, including 3 soft keys · Graphical display · Auto Login - Roaming between 4 different systems · Headset jack (not included with 7430/4135) · Loud speaker (Hands free mode) –7440/4145 only · Telephone book with storage for 80 names and numbers · Can be set to vibrate mode (not included with 7430) · Text message capability · Silent mode (mute all sounds) · Redial function (last 10 numbers) · Adjustable volume · Nine different ring tones · Key lock · Microphone mute · Caller-ID presentation · Automatic hook-off · Standby/speech-time: 100/10 hours · Temperature compensated charging · Weight including battery is 4.3 ounces (121 grams) · Size: 5.6” x 1.9” x 1.0” (143 x 48 x 26 mm) Digital Mobility Software The Digital Mobility Solution is supported by an easy to use Operations, Administration, and Management (OA&M) software package, a Mobility Software Service Tool, and a comprehensive Deployment Tool. Operations, Administration, and Management Software Package The OA&M software package allows the following aspects of the Digital Mobility solution to be managed: · Digital Mobility Controller administration · Handset registration and subscription · System backup and restore programming information · Statistical package for debug · Broadcasting test messaging · Updating base station firmware · Remote system administration via RS232. Optional serial-IP converter Mobility Software Service Tool The Mobility Software Service Tool allows the following aspects of the Digital Mobility solution to be managed: · Repeater programming · Handset firmware upgrading Note: Use of this tool requires a programming cable and service tool handset cradle. Deployment Tool The Deployment Tool can be used to assist with challenging deployments. For normal deployments a handset can be used to deploy the Digital Mobility Solution. Each handset can be used to perform the following administrative activities: · General deployment requirements Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 197 Issue 27.01.0 (Thursday, September 26, 2013)
  • o o Register and subscribe handsets o · Register master handset Subscribe multiple systems Base station/Repeater registration The Deployment Tool and the ability of the wireless handsets to provide coverage information provide effective tools for quick, sure installations and coverage with minimal gaps or costly overlapping. The Deployment Tool provides superior deployment to competitive offerings and will ensure a more cost effective, more accurate installation. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 198 Issue 27.01.0 (Thursday, September 26, 2013)
  • Other Phones Supported The following analog telephones are also supported on IP Office 500 but not all of them are available as new telephones, e.g. the 5600 line of telephones has been discontinued. Before offering a specific phone please check about availability. Of course, the standard End of Sale process will apply before any product is discontinued - to make sure the channel has sufficient time to order required materials. First generation 9600 telephones: The first generation of 9600 IP telephones can be an alternative to customers, especially if they are expanding installations that are using these telephones already. A wide choice of models, Color option, Gigabit Ethernet versions: · The 9620L/9620 C: a member of the Avaya one-X Deskphone Edition family, is specifically designed for the everyday telephone user—those who rely on multiple communications tools such as e-mail and IM, yet still require a high quality and intuitive telephone for voice communications. The 9620L IP Telephone features a high resolution 3.45 inch (9 cm) diagonal monochrome backlit display – while the 9620C features a color display for even better readability. The 9620L/C support up to 12 call appearances / administered feature keys - with three concurrent line appearances visible at any time. · The Avaya 9650/9650C: The Avaya 9650 IP Telephone, a member of the Avaya one-X Deskphone Edition family, is specifically designed for the "navigator" telephone user. Navigators, such as building receptionists and executive admin staff, frequently manage calls for themselves and for groups of people. The 9650 features built-in button module functionality with one-touch access to bridged appearances, speed dials and feature keys. The Avaya 9650 IP Telephone delivers advanced communications capabilities, high definition audio, an integrated WML application interface, and comprehensive one-touch access. This is the ideal solution for receptionists, executive assistants, contact center agents as well as knowledge workers who need quick access to features and call appearances. The 9650 IP Telephone features a 3.8 inch (9.65 cm) diagonal ¼ VGA quality gray-scale pixel-based display with adjustable angle, while the 9650C enhances usability with a color display for even better readability. The 9650 supports up to 24 call appearances / administered feature keys. · The Avaya 9630G/9640/9640G: a member of the Avaya one-X Deskphone Edition family, the 9640 IP Telephone with high resolution color display is specifically designed for the executive telephone user. The 9630G IP Telephone features a native Gigabit switch and a 3.8 inch (9.65 cm) diagonal monochrome backlit display - which has been enhanced with higher resolution (1/4 VGA) compared to other available monochrome telephones from Avaya. The 9640 IP Telephone features a 3.8 inch (9.65 cm) diagonal high resolution color backlit display. The 9640G model has the same functionality as the 9640, and adds native support for Gigabit. The 9630/9640 supports up to 24 call appearances/ administered feature keys with six concurrent line appearances visible at any time. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 199 Issue 27.01.0 (Thursday, September 26, 2013)
  • 5400/2400 Digital Deskphones The 5400 and 2400 Digital Deskphones offer a broad range of features on IP Office. They are currently supported but are no longer for sale. 5402, 5602 SW, 2402, 4602 SW Telephone These telephones are best suited for the Walkup User. Telephone Works on IP Office 5402 5602 SW 2402 4602 SW Works on IP Office and Communication Manager * *Early 2402 telephones can make and receive call but the display will not function. Note: The 5602 SW and 4602 SW telephones are no longer available for new sales. Common Features Display: 2 lines x 24 characters. Fixed Feature Buttons: 10 - Conference, Transfer, Drop, Redial, Speaker, Messages, Hold, Mute, Volume Up, Volume Down. Programmable Feature Buttons: · DS telephones: 2 plus an additional 12 programmable feature keys can be accessed via the FEATURE key. · IP telephones: 2. Key Labels: Icons and text used on fixed feature keys. Display labels and icons used on 2 programmable feature keys. Speakerphone: Listen-only handsfree speaker (no microphone). Hearing Aid Compatible: Yes. Message Waiting Indicator: Yes. On the 2402 and 5402 this is can also be used as a ringing call alert indicator. Personalized Ring Patterns: Yes- 8 (via Conference button when idle). Headset Socket: No, this telephone does not support headset operation. Embedded Applications: None. · Upgradeable Firmware: DS telephones - No. IP telephones - Yes. · Expansion: None. · Color: Multi-gray. · Mounting: Desk or wall mountable. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 200 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Adjustable Desk Stand: No. Requirements for 5402 and 2402 Connect to: Digital Station (DS) port. Power Supply: From phone system. Requirements for 5602 SW and 4602 SW Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 Series). Codecs: G.711, G.729a/b. QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. · Auto-negotiation provided separately for each port. · 802.3 Flow Control. · Phone has priority over PC port at all times. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 201 Issue 27.01.0 (Thursday, September 26, 2013)
  • 5410, 5610 SW, 2410, 4610 SW Telephones These telephones are best suited for the Receptionist/Assistant User. Telephone Works on IP Office Works on IP Office and Communication Manager 5410 5610 SW 2410 4610 SW* *Note that the 4610 is no longer available for new sales. Common Features: · Display: 5 lines x 29 characters (168 x 80 pixel 4-grayscale). · Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume Up, Volume Down. · Programmable Feature Buttons: · DS telephones: 12 - in 2 switchable display pages of 6 matching the 6 physical display buttons. · IP telephones: 24 - in 4 switchable display pages of 6 matching the 6 physical display buttons. · Key Labels: Icons and text used on fixed feature keys. · Speakerphone: Two-way handsfree speaker and microphone. · Hearing Aid Compatible: Yes. · Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator. · Personalized Ring Patterns: Yes - 8. · Headset Socket: Yes. · Embedded Applications: Speed Dial List (48) and Call Log (Missed, Incoming, Outgoing). Also WAP WML browser supported on IP phone models. · Upgradeable Firmware: Yes. · Expansion: None. · Color: Multi-gray. · Mounting: Desk or wall mountable. · Adjustable Desk Stand: Yes - Supplied with phone. Special Features for the 5410 and 2410: · Messages Button: Dedicated button to collect voicemail. Requirements for 5410 and 2410: · Connect to: Digital Station (DS) port. · Power Supply: From phone system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 202 Issue 27.01.0 (Thursday, September 26, 2013)
  • Requirements for 5610 and 4610: · Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 Series). · Codecs: G.711, G.729a/b. · QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) · SNMP Support: Yes. · IP Address Assignment: Static or dynamic IP address assignment. · Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. · Auto-negotiation provided separately for each port. · 802.3 Flow Control. · Phone has priority over PC port at all times. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 203 Issue 27.01.0 (Thursday, September 26, 2013)
  • 5420, 5621, 2420, 4621, 4625 Telephones These telephones are best suited for the Executive User and with the optional EU24 Button Module good for the Receptionist/Assistant User. Telephone Works on IP Office Works on IP Office and Communication Manager 5420 5621 SW 2420 4621 SW 4625 SW Note that 4621 and 4625 are no longer available for new sales. Common Features: Display: 7 lines x 29 characters. Fixed Feature Buttons: 10 - Conference, Headset, Transfer, Drop, Redial, Speaker, Hold, Mute, Volume Up, Volume Down. Programmable Feature Buttons: · DS telephones: 24 - arranged in 3 switchable display pages of 8 matching the 8 physical display buttons. · IP telephones: 24 - arranged in 2 switchable display pages of 12 matching the 12 physical display buttons. Key Labels: Icons and text used on fixed feature keys. Speakerphone: Two-way handsfree speaker and microphone. Hearing Aid Compatible: Yes. Message Waiting Indicator: Yes - can also be used as a ringing call alert indicator. Personalized Ring Patterns: Yes - 8. Headset Socket: Yes. Embedded Applications: Speed Dial List (104) and Call Log (Missed, Incoming, Outgoing). Also WAP WML browser supported on IP phone models. Upgradeable Firmware: Yes. Expansion: Supports the EU24 DSS expansion module (with additional Avaya 1151 power supply). Color: Multi-gray. Mounting: Desk or wall mountable. Adjustable Desk Stand: Yes - Supplied with phone. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 204 Issue 27.01.0 (Thursday, September 26, 2013)
  • Special Features for the 5420 and 2420 Messages Button: Dedicated button to collect voicemail. Requirements for 5420 and 2420 Connect to: Digital Station (DS) port. Power Supply: From phone system. Requirements for 5621 SW, 4621 SW, 4625 SW Power Supply: IEEE 802.3af Power over Ethernet (PoE) or individual power supply unit (Avaya 1151 Series). Codecs: G.711, G.729a/b. QoS Options: UDP Port Selection, DiffServ and 802.1p/q (VLAN) SNMP Support: Yes. IP Address Assignment: Static or dynamic IP address assignment. Ethernet Ports: Two port full-duplex 10/100 BaseT Ethernet switch for PC pass-through connection. · Auto-negotiation provided separately for each port. · 802.3 Flow Control. · Phone has priority over PC port at all times. Special Features for 5621 SW and 4621 SW Display Backlight: The display has a backlight for improved contrast. Standby mode turns off backlight after time-out. Special Features for 4625 SW Color Backlight Display: The display is full color and has a backlight for improved contrast. Note: While still supported, the 5620SW and 4620SW telephones are no longer available for purchase. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 205 Issue 27.01.0 (Thursday, September 26, 2013)
  • EU24 and EU24 BL Expansion Modules The EU24/EU24BL are phone expansion modules that work in association with a 5420, 5620/1, 2420, 4620/1, 4625 telephones. They provide an additional 24 programmable buttons with associated display label and status icons. Only one EU24 can be used per phone. The EU24BL has a backlight and is for use with the 4621 and 5621 only. The EU24/EU24BL supports an additional 24 Call Appearance/Feature buttons, by displaying a column of 12 buttons at a time, with a dotted line separating the two columns. Common Features · 24 Programmable call appearance/feature keys. · Automatically labeled from the system (no paper labels). · Connects directly to the associated phone. · Requires an Avaya 1151 Series power supply, even for IP telephones already using Power over Ethernet (PoE). · IP Office supports a maximum of eight EU24/EU24 BL's on each IP Office system, subject to total system limits. Telephone EU24 EU24BL* 2402/5402 2410/5410 2420/5420 4601/5601 4602/5602 4610/5610 4620/5620 4621/5621 4625 *Note that EU24 BL is no longer available for new sales. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 206 Issue 27.01.0 (Thursday, September 26, 2013)
  • 1100 and 1200 IP Phones The 1100 IP telephones are inherited from the Norstar and BCM product line. These telephones are supported on the BCM platform using “UNIStim” protocol. On IP Office these telephones are supported using the SIP protocol. SIP software can be downloaded onto those telephones when they get connected to IP Office. When used with IP Office, the telephones need an “Avaya IP phone” license like any other Avaya IP phone. No other license is needed (e.g. with IP Office no separate IP-phone license is required). The following telephones can be migrated: · 1100 Series: 1120E and 1140E plus Key Expansion module · 1200 Series: 1220 and 1230 plus both Key Expansion modules. Please note that for new installs Avaya recommends the 9600 line of telephones like the 9608, 9621 or 9641. They telephones offer the full access to all innovative IP Office features like Visual Voice-Mail, IP Office Feature menu or centralized call-logs or personnel directories. 1100 and 1200 IP Phones Overview Users can enjoy the next-generation features of VoIP, plus all of the carrier-class reliability and ease of use of traditional telephones. These telephones offer four superior desktop models, along with two innovative software-based solutions that bring VoIP to a user’s computer or PDA. The IP telephones include: · IP Phone 1100 Series – The IP Phone 1120E and 1140E are IP color display telephones. They offer a fully pixel-based, high-resolution, backlit display. They are optimized for Web-centric applications such as phone support under XAS/G-XAS. They also provide USB support for peripherals such as a keyboards or mouse. · Key Expansion Module for the IP Phone 1100 Series – The Expansion Module for IP Phone 1100 Series is a hardware accessory that will provide up to 18 additional line / programmable feature keys per module. The module is supported on the IP Phone 1120E and the IP Phone 1140E. · IP Phone 1200 Series – The IP telephones 1220, and 1230 are BCMs family of IP Phone tailored for the SMB market and now also supported on IP Office. They provide a rich set of capabilities at a price competitive for the SMB market. · Key Expansion Module for the IP Phone 1200 Series – The Expansion Module for IP Phone 1200 Series is a hardware accessory that is available in two options. A 12 key LCD based model or a 18 key based LED module. The modules are supported on the IP Phone 1220 and the IP Phone 1230. · Please note that the following telephones, available with BCM, are not supported on IP Office : 1210, 1110. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 207 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Phones Benefits · Support connectivity to heritage Nortel VoIP enabled platform, including BCM and Communication Server 1000 using UNIStim as well as IP Office using the SIP protocol · Transnetwork support increases employee productivity by providing users and network managers with a common set of telephones across the entire network · Internal voice/data switch prioritizes voice traffic to ensure high-quality speech and reduces costs by conserving wiring closet ports and eliminating the need for separate cable drops to the desktop · Automatic firmware upgrade ensures top performance and streamlines maintenance, reducing the need for site visits · DHCP enabled IP telephones simplify network administration by providing centralized, automated IP address management Multiple Platform Support These IP telephones are supported by heritage Nortel communication systems, including BCM, and Communication Server 1000 but now are available also for IP Office. This industry-leading platform interoperability facilitates growth and offers seamless migrations across customer premises and carrier-based solutions. All IP telephones offer a rich suite of business features designed to meet current and emerging user requirements and international icon-based characters. These features, in addition to multilanguage support, make the IP telephones ideal for worldwide use. Integrated Switched Ethernet Connection Users can connect their desktop Internet telephone and their PC to the network on a single port. The IP telephones feature a built-in 10/100 Base T Layer 2 switch that splits the network Category 5 cable into separate feeds, one to the phone itself, while providing an additional RJ-45 port to connect a user’s PC. Giving fixed, hardware-based priority to the phone voice port, the internal Ethernet switch ensures that high-quality voice service is always available. Reliable LAN Power Options To ensure continuous phone service in mission-critical environments, the IP telephones can receive their power over the network cabling. The Avaya family of Ethernet Switches (BES 50, ERS2500, ERS4500) delivers power over the unused pairs of standard Category 5 UTP cables, eliminating the need for the telephones to be connected to a power supply at the desktop. Power is supplied on an as-needed basis, thanks to the sophisticated, software based load and fault-sensing algorithm used by the Avaya Ethernet Switches. Desktop, rackmount and stackable options are available which provide a cost-effective way to centralize power to the IP telephones. This approach delivers carrier-grade reliability by enabling redundant power resources located at the wiring closets to provide emergency backup power to these IP telephones located across the network. Dynamic Host Configuration Protocol Easy to set up and configure, the IP telephones deliver an innovative solution that enables users to connect anywhere on the network without intervention by a network administrator, enabling management staff to focus on more complex, mission-critical responsibilities. Whether users relocate their phone down the hall or across the globe, the service comes up in the new location exactly as if they were sitting in their own office, even though it might be thousands of miles away. Prioritizing Network Traffic Now companies can make their network’s priorities mirror those of their business. By installing the Avaya Ethernet Switch (BES50 or ERS), a business’ network becomes an intelligent partner that uses Layer 2/3 packet classification to prioritize business-critical traffic, helping them get the most out of their existing infrastructure. Latency-sensitive applications and mission-critical users will receive platinum-level service, while less urgent traffic is allocated bandwidth on a lower-priority basis. Prioritization is especially important for businesses that need to support mission-critical IP applications, including VoIP, but do not want to incur higher costs by overprovisioning the network to ensure bandwidth availability. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 208 Issue 27.01.0 (Thursday, September 26, 2013)
  • Universal Features With over 100 years of experience in creating telephones designed to improve employee productivity, reduce operational expenses and improve customer service, Avaya is the industry leader in telephony solutions. All of the IP telephones offer the following features: · Intuitive navigation cluster provides fast menu, sublist and call log scrolling, as well as one-touch dialing and quick access to system features · Message waiting/visual ring indicator offers visual notification of incoming calls and messages · Voice compression optimizes bandwidth and audio quality requirements · Audio control center enables users to toggle quickly between the handset or headset and the speakerphone without audio interference · Volume bar provides fingertip control of audio and ringer volume settings and LEDs clearly display handset/ headset/speakerphone/mute settings · Local tone generation conserves valuable network bandwidth · Dynamic IP addressing with a standard DHCP server offers a flexible, simplified solution for handling adds, moves and changes, reducing management costs · User-friendly design supports the full range of potential users, including disabled users who require hearing aids. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 209 Issue 27.01.0 (Thursday, September 26, 2013)
  • SIP Protocol: Feature overview on IP Office with 1100/1200 phones The 1100 and 1200 Series phones are supported on IP Office using the SIP protocol, therefore the user interface can be slightly different then when used on BCM with UNIStim. For example, on IP Office, the 1100 and 1200 Series IP phones only support a single call appearance (although multiple calls are supported). Note that these telephones are only supported on IP Office 500/500 V2 hardware. They support a large set of features including: · Standard phone features like hold, transfer, conference (IP Office based) · A single call appearance (note that currently bridged appearances and trunk-line appearances are not supported) · Message waiting support · Busy Lamp keys with speed-dial, status indication and pickup of ringing calls · Application support. The telephones can be used in combination with applications like Avaya one-X™ Portal for IP Office for added comfort, allowing e.g. click and dial functionality. · Self labeling Feature keys: This allows access to selected IP Office features using a single key-press. If additional parameters are needed, the user is guided using a dialog interface of feature request plus softkeys for e.g. confirmation · "Special" feature key. The supported features are also available pressing a "feature" (soft-) key plus the appropriate feature code. The feature codes are identical to the features codes from BCM, therefore making transition easy and painless. · Ease of installation: The telephones can be managed from IP Office manager and are easily installed. IP Office will serve as DHCP-server and can provide configuration files, software updates etc. To install the telephones, only IP Office manager is needed. · When migrating telephones from BCM to IP Office, when IP Office DHCP server is used, the system will take care of installing/upgrading the telephones to the correct software for IP Office. This makes migration easy and quick. The SIP 4.3 firmware is available with the following enhancements: · Removal of the requirement to press the 'Send' key in order for the phone to start dialing (1-10 sec timeout - default = 5 sec) · Avaya one-X™ Portal for IP Office integration: hold/mute & conference supported · Language selection via IP Office Manager is now supported Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 210 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature Table: (next to the features that are accessible through the "Feature key" and that can be administered to a button, the telephones can also access IP Office features by dialing the IP Office Feature Access code--plus parameter if needed--for the desired feature.) Feature Details F*0 – Button query (also allows DN query via I/C button) supported F*1, F*2, F*3 – Self-admin button programming supported F*6 – Self-admin ring type function supported on the phone but not using the feature code F*7 – Self-admin contrast function supported on the phone but not using the feature code F*80 – Self-admin ring volume function supported on the phone but not using the feature code F0 – Speeddial supported F3 – Conference, Conference Add, Conference Meet Me supported F4 – Call Forward, F#4 cancel, Call Forwarding All supported F5 – Last Number Redial supported F60 – Page (no F61-F63) supported F66 – Dial Voice Call supported F70 - Transfer function supported on the phone but not using the feature code F74 – Call Park/Unpark, F#74 Retrieve supported F75 – Call Pickup Group supported F76 – Call Pickup Extn supported F85 – Do Not Disturb, F#85 cancel supported F981 – Enter Voicemail System (same as F65) AUDIO ONLY supported function supported on the phone but not using the feature code F812 – Call Log Account Code Entry supported After Call Work supported Automatic Callback supported Automatic Intercom - Dial voice call supported Call Record supported Cancel All Forwarding supported Directed Call Pickup supported Extension Login, Extension Logout supported Follow Me Here, Follow Me Cancel, Follow Me To supported Forward Forward Forward Forward Forward supported Number, Busy Number, On Busy, On No Answer, Unconditional Private Call supported Relay On, Relay Pulse supported Set HG: supported Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 211 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature - Details Night Service Out of Service NS Group OOS Group Twinning supported Voicemail ON supported Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 212 Issue 27.01.0 (Thursday, September 26, 2013)
  • Avaya IP Phones 1120E and 1140E IP Phone 1120E IP Phone 1140E The Avaya IP telephones 1120E and 1140E offer an IP desktop solution that is optimized for Web-centric applications such as phone support, and other multimedia options. They feature Gigabit Ethernet, USB connectivity, and an ergonomic design and cable management that make them easy to set up and maintain. Phone 1120E The IP Phone 1120E provides the following features: · A multi-line phone with four programmable line/feature key appearances · High-resolution backlit graphical pixel-based display · Adjustable five-position tilt-stand (-5° to + 55°), plus vertical design for smaller desktop footprint · Fourteen fixed keys and four soft keys · 10/100/1000 Base-T with integrated PC & LAN Ports · XAS/G-XAS supports data applications and Web browsing · USB port for enhanced navigation and productivity · Expansion Module/Console Port · Visual Alerting and Feature Status Indicator Lamps · Integrated headset port for optional wired Headset · Active Ethernet link LED indication · Secure Tools Menu facilitates access to preferences & administration · 802.3af PoE (Class 3) or local power options · Desk and Wall Mountable · Color: Graphite with Silver Metallic Bezel IP Phone 1140 The IP Phone 1140E provides the following features: · Multi-line phone, with up to 12 programmable line/feature keys · High-resolution backlit graphical pixel-based display · Adjustable five-position tilt-stand (-5° to +55°) · Fourteen fixed keys and four soft keys · Integrated Bluetooth radio for office and home-based mobility · 10/100/1000 Base-T with integrated PC & LAN Ports · XAS/G-XAS supports data applications and web browsing · USB port for enhanced navigation and productivity · Visual Alerting and Feature Status Indicator Lamps · Expansion Module/Console Port · Integrated headset port for optional wired Headset · Active Ethernet link LED indication · Secure Tools Menu facilitates preferences & administration · Global Character Sets Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 213 Issue 27.01.0 (Thursday, September 26, 2013)
  • · 802.3af PoE or local power option · Color: Graphite with Silver Metallic Bezel IP Key Expansion Module for IP Phone 1100 Series IP Phone 1100 Series Expansion Module The IP Phone 1100 Series includes a Key Expansion Module that provides up to 18 additional line/ programmable feature keys per module. The module is supported on the IP Phone 1120E and the IP Phone 1140E. Avaya IP Phones 1220 and 1230 IP Phone 1220 with LED expansion module IP Phone 1230 The IP Phone 1200 Series, a group of IP telephones Launched with BCM are now also available with IP Office. They are tailored for the SMB market. The 1200 Series provides a range of different telephones designed to address the needs of the SMB market with a broad feature set at competitive prices. IP Phone 1220 is an intermediate IP phone targeted at most SMB employees. The IP Phone 1230 is a premium IP phone for managers and advanced/power users. IP Phone 1220 The IP Phone 1220 provides the following features: · A five-line display with 25 characters per line · A fixed stand with two positions, plus vertical design for smaller desktop footprint · Eight fixed keys, with three having LED status · Hands free, Mute, Headset, Volume Controls, Hold, Goodbye, Applications. · Six feature keys · Four context-sensitive soft keys Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 214 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Four line/feature keys · 10/100 Base-T with integrated PC Port · Active Ethernet link LED indication · Integrated headset port for optional wired Headset · Compatible with optional Key Expansion Modules · Visual ringing alerter / Message Waiting Indicator · 802.3af PoE (Class 2) or optional AC local power options · Wall Mountable IP Phone 1230 The IP Phone 1230 provides the following features: · A nine-line display with 25 characters per line · A fixed stand with two positions, plus vertical design for smaller desktop footprint · Eight fixed keys, with three having LED status · Handsfree, Mute, Headset, Volume Controls, Hold, Goodbye, Applications. · Six feature keys · Four context-sensitive soft keys · 10 line/feature keys · 10/100 Base-T with integrated PC Port · Active Ethernet link LED indication · Integrated headset port for optional wired Headset · Compatible with optional Key Expansion Modules · Visual ringing alerter / Message Waiting Indicator · 802.3af PoE (Class 2) or optional AC local power options IP Key Expansion Modules for IP Phone 1200 Series LCD IP Key Expansion Module LED IP Key Expansion Module The IP Phone 1200 Series includes two Key Expansion Modules to provide flexibility for adding more keys to the IP Phone 1220 and IP Phone 1230. The extra keys can be used for additional line appearances or to add often-used features for quicker access. The keys can also be programmed as auto-dialers for one-touch calling, and will provide busy lamp field indication for users on the BCM system. This allows these telephones to better serve the needs of attendant and receptionist functions, and increase productivity for any user. Key features include: · LCD Expansion Module for the IP Phone 1200 Series offers 12 keys per module, cascadable to 7 LCD KEMs on an IP Phone 1220 or 1230 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 215 Issue 27.01.0 (Thursday, September 26, 2013)
  • · LED / Paper Label Module for the IP Phone 1200 Series offers 18 keys per module, with LED indicators for line status and an easy-to-use paper labeling system, cascadable to 2 LED Paper-Label KEMs on an IP Phone 1220 or 1230. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 216 Issue 27.01.0 (Thursday, September 26, 2013)
  • BST T7000 and M7000 Series - Digital Deskphones Business Series Terminals offer a feature-rich portfolio with enhanced capabilities that provide telephony solutions for a broad landscape of users, from high-volume call positions and executives to low-intensive users and small workgroups. The Business Series Terminals were originally positioned for deployment on two system platforms from the Nortel Heritage, Norstar and BCM, providing both investment protection and a migration path between either system. The Business Series Terminals offer full integration with Norstar and BCM features, as well as integration with basic and advanced applications such as Messaging, Intelligent Contact Center, Computer Telephony Integration (CTI) and integrated voice and data solutions. The telephones are now available also on IP Office and offer customers primarily another migration option from Norstar or BCM to IP Office. Please note that those terminals do not work on all digital ports of IP Office but require a specific 8-port expansion card or 16/30 port expansion module: For details refer to the IP Office hardware segment: Recommendation: The BST digital phone support on IP Office is mainly intended for migration from Norstar to BCM. For new installs, it is possible to use the BST telephones. For new installs Avaya recommends using the 1400 or 9500 digital sets in order to get access to all advanced features o IP Office like Visual Voice, Feature menus or self labeling keys (9500 telephones only) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 217 Issue 27.01.0 (Thursday, September 26, 2013)
  • Product Overview While the Business Series Terminals boast the industry leadership and strengths of the BCM and Norstar telephone portfolio, the portfolio also delivers value-added features. These telephones are now also supported on the IP Office platform. Feature highlights include: · Tilt Display – provides clearer viewing of information or message prompts on the LCD in different lighting environments. · Message waiting indication/Visual ringing lamp – alerts the user of incoming messages or that their phone is ringing when they are on another call. · Headset interface – is driven from the Digital Terminal Interface Chip (DTIC). Volume control for the headset is also provided. Operation of the headset is mutually exclusive, with Handsfree operation. When a headset is connected, all operations normally associated with handsfree operation affect the headset. This includes on-hook dialing, volume control while active and muting. · Handsfree interface – is programmed through the administration function and is supported by a microphone and loudspeaker. · External ringer interface – receives alerting signals that are routed to the external ringer jack as well as to the speaker in the telephone. This alerting signal can be amplified and connected to external speakers to provide an auxiliary ringer function for the telephone. The external speaker is connected with a two-wire modular telephone cord to pins 3 and 4 of the external ringer jack. The portfolio also offers tilt display, new aesthetics, a streamlined footprint, new labeling strategy, an audio control center with a headset button and more. Sets are available in the following colors: · Platinum · Charcoal (not T7000) On IP Office, the following features are available using the “feature key” and the Feature access code inherited from Norstar/BCM: Other IP Office features are also available by dialing the IP Office Feature Access code: F*0 – Button query (also allows DN query via I/C button) F*1, F*2, F*3 – Self-admin button programming F*6 – Self-admin ring type F*7 – Self-admin contrast F*80 – Self-admin ring volume F*82 – Dial mode selection (Enbloc/Pre-dial [editable], or Standard/Overlap dial) F*84 – Set call log options (All, Missed, Answer, Outgoing) (we've concluded that this adds no value) F0 – Speeddial F2 – Ring Again, F#2 cancel F3 – Conference F4 – Call Forward, F#4 cancel F5 – Last Number Redial F60 – Page (no F61-F63) F65 – Retrieve Messages - Enters Voicemail System on IP Office (Basic Embedded Voicemail) F66 – Dial Voice Call F69 – Dial Priority Call F70 - Transfer F74 – Call Park, F#74 Retrieve F75 – Call Pickup Group F76 – Call Pickup Extn F85 – Do Not Disturb, F#85 cancel F981 – Enter Voice Mail System (same as F65) AUDIO ONLY Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 218 Issue 27.01.0 (Thursday, September 26, 2013)
  • F812 – Call Log F802 – Group Listen, F#802 cancel Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 219 Issue 27.01.0 (Thursday, September 26, 2013)
  • T7000 The T7000 telephone is an entry-level digital set for basic low-use office environments. It has four programmable feature keys. It does not have display buttons (soft keys), and it does not support headset or Handsfree. The T7000 is used primarily in the EMEA (not available in North America). The T7000 supports the following features: · External ringer interface · Message waiting indicator/visual ringing lamp · Dial-up feature access Button Matrix The T7000 buttons are as follows: · Twelve dial pad buttons · Volume control (rocker type) · Hold button · Release button · Feature button · Four programmable button Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 220 Issue 27.01.0 (Thursday, September 26, 2013)
  • T7100 The T7100 telephone is part of the Business Series Terminals portfolio. It has one programmable button and a 1 x 16 character alphanumeric display to provide call progress information. There are no display buttons (soft keys) on the T7100 and it does not support headset or Handsfree. T7100 supports the following features: · External ringer interface · Message waiting indicator/visual ringing lamp · LCD with tilt Display – The one-line by 16-character display on the T7100 telephone provides call progress information. Each character is generated from a matrix of 5 x 7 LCD dots under control of a built-in controller chip on the module. Button Matrix The T7100 buttons are as follows: · Twelve dial pad buttons · Volume control (rocker type) · Hold button · Release button · Feature button · One programmable button Loop Limits · Maximum loop length – 305 m (1000 ft) on 0.5 mm (24AWG) wire · Maximum loop length – 790 m (2600 ft) with SAPS option · Bridge taps – not permitted; loading coils – not permitted. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 221 Issue 27.01.0 (Thursday, September 26, 2013)
  • T7208 The T7208 telephone is part of the Business Series Terminals portfolio. It has eight fully programmable buttons, each with its own LCD indicator and a 1 x 16 character alphanumeric display to provide call progress information. There are no display buttons (soft keys) on the T7208. The T7208 supports the following features: · External ringer interface · Headset interface · Handsfree interface · Message waiting indicator/visual ringing lamp · LCD with tilt Display – The one-line by 16-character display on the T7208 telephone provides call progress information. Each character is generated from a matrix of 5 x 7 LCD dots under control of a built-in controller chip on the module. Button Matrix The T7208 buttons are as follows: · Twelve dial pad buttons · Volume control (rocker type) · Hold button · Release button · Feature button · Eight programmable buttons with indicators. Loop Limits · Maximum loop length – 305m (1000 ft) on 0.5 mm (24 AWG) wire · Maximum loop length – 790 m (2600 ft) with SAPS option · Bridge taps – not permitted; loading coils – not permitted. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 222 Issue 27.01.0 (Thursday, September 26, 2013)
  • T7316E The T7316E telephone is part of the Business Series Terminals portfolio. It has 24 programmable buttons and a 2 x 16 character alphanumeric display that is menu driven and supported by three context-sensitive soft keys. The T7316E provides access to 24 memory buttons, 16 of which include multi-segment icons for fast and precise decision-making. The T7316E supports the following features: · Multi-line w/multi-segment call appearance icons · 16 programmable buttons for lines/features/autodials · 8 additional memory buttons for features/autodials · Expandable by adding T24 KIM · Integrated BLF/DSS · Fixed buttons: feature, hold, release · Two-line adjustable display w/soft keys · Built-in speakerphone · Message Waiting Indication · Time and date displayed · Built-in headset · Audio control center with mute, hands free, headset and volume bar · Default features based on profiles · Default line and hunt group assignment · Retractable quick reference card · Desk or wall mount · Hearing aid compatible · Desktop Assistant label application compatible · ITU dial pad · Colors: charcoal and platinum · English and French keycaps (accessory) · Extra length 2.7m handset cord (accessory) · Shoulder rest (accessory) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 223 Issue 27.01.0 (Thursday, September 26, 2013)
  • BST Central Answering Position (T7316E + T24) The BST Central Answering Position is an expandable desktop telephone that allows administrative assistants and emergency contact centers the ability to centralize and efficiently distribute calls. By attaching the T24 Key Indicator Module (KIM) directly to the T7316E, office administrators and emergency contact centers can transform the pace and efficiency of their operations while maintaining an exceptional level of customer service. IP Office does have the concept of Ordinary KIMs and Enhanced KIMs; all buttons can have line appearances. On IP Office there is an overall system limit of 1024 buttons of any kind of expansion module (Digital + IP). T24 Product features: · BCM and Norstar compatible · Two versions of the T24 are available (Enhanced for line appearances and Ordinary for features and autodialers) · Multi-line with multi-segment call appearance icons · 24 programmable buttons for lines/features/autodials · Busy Lamp Field/Direct Station Select support · Multiple appearances of hunt groups · Multiple line appearances · 4 T24’s per T7316E without power supply · 9 T24’s per T7316E with power supply · Desk or wall mount · Colors: charcoal and platinum Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 224 Issue 27.01.0 (Thursday, September 26, 2013)
  • M7000 The IP Office TCM8 module and DS16A/30A modules also support the Norstar and BCM M7000 Series Digital Telephone sets. The following M7000 Series are supported: Avaya M7000 Series Digital Deskphones M7100 M7100N M7208 global bottom button is dedicated HF M7208N bottom button is dedicated HF M7310 global bottom right button is dedicated HF M7310 global + BLF module bottom right button is dedicated HF M7310N bottom left button is dedicated HF M7324 global bottom right button is dedicated HF M7324N bottom right button is dedicated HF Only the Global version of the M7000 Series will be supported on the IP Office. The Non-Global version (also called NA version) of the M7000 Series set is not supported on the IP Office. The Non-Global versions were available from the late 1980s to the early 1990s and only sold in North America. The Global version was available in all regions including NA as of the Early-Mid 1990s until the End of Sale of the M7000 Series sets. The Global and Non-Global sets can best be identified through their contrast level: · Global version – 9 Contrast Levels · Non-Global version – 4 Contrast Levels Avaya recommends that Avaya partners make the end-customers aware that the M7000 have reached the End of Life status and hence technical support for them is limited. Message Waiting Indication (MWI) for M7000 Series set on IP Office The M7000 Series Sets have no designated MWI Light, but users have two options to receive MWI on these sets on the IP Office. · Indicator Button programmed with F65 or F981 - Indicator lamp will lit when a new VM is available. This option is not available for the M7100 Set since it has no programmable indicator button. · Voicemail Ringback Feature – when enabled the IP Office will ring the set once set is active again (lift handset or call placed) to notify about the available VM. The feature is disabled by default. Once the M7000 Series Sets are connected to the IP Office they will not display "Message(s) for you" on the display when a message is available. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 225 Issue 27.01.0 (Thursday, September 26, 2013)
  • Avaya Audio Conferencing Unit The Avaya Audio Conferencing Unit offers superior teleconferencing by using three microphones to provide 360 degrees of voice coverage. The Conferencing Unit is a full duplex handsfree unit. This feature allows voice to be heard and picked up at the same time, providing faster response time and eliminating conversation "collisions" and losses. The unit has a Feature Key that allows access to many of the same features found on the Business Series Terminals The Conferencing units connects to the same digital ports of IP Office that are also supporting BST terminals. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 226 Issue 27.01.0 (Thursday, September 26, 2013)
  • Button Modules IP Office supports a number of different button modules to provide telephones with additional programmable buttons. The limits stated below are those applicable for the IP Office 4.2 2Q 2009 maintenance release and higher. · BM32: (1616) Up to 32 BM32s supported (32 buttons each, up to 1024 buttons). · DSS4450: (4412D+, 4424D+) Up to 8 DSS4450 modules per system (maximum of 2 per DS expansion module, including the IP406v2) (50 buttons each, max 400 buttons). · DBM32: (1416) Up to 32 DBM32s supported (32 buttons each, up to 1024 buttons). · EU24/EU24BL: (4620, 4621, 5420, 5620, 5621, 4620, 4621, 5620, 5621) Up to 8 EU24s per system (24 buttons each, max 196 buttons). · SBM24: (9630G, 9640, 9640G, 9650, 9650C) Up to 42 SBM24s per system (24 buttons each, up to 1008 buttons). · BM12: (9508. 9608, 9611 9641) Up to 42 SBM24s per system (24 buttons each, up to 1008 buttons). · BM12: (9608, 9611, 9641) Up to 42 SBM24s per system (24 buttons each, up to 1008 buttons). · LCD IP key Expansion module for 1200 telephones (1220, 1230) Up to 82 LCD-IP KEMs per system (12 buttons each, up to 1008 buttons). · LED IP key Expansion module for 1200 telephones (1220, 1230) Up to 56 LED-IP KEMs per system (18 buttons each, up to 1008 buttons). · LCD IP key Expansion module for 1100 telephones (1120, 1140) Up to 56 LCD-IP KEMs 24s per system (18 buttons each, up to 1008 buttons). · T3 Series: (All T3 telephones) Up to 30 T3 DSS modules supported. (36 buttons each, up to 1080 buttons). T3 DSS buttons are not included in the overall system limit for additional button module buttons. · XM24: (6416+, 6424+) Up to 10 XM24 units per system (maximum of 2 per DS expansion module, including the IP406v2) with a maximum of 1 per 6416+/6424+ phone (24 buttons each giving a maximum of 240 XM24 buttons). · T24 KIM (Key Indicator Module) (T7316) Up to 42 T24 KIMs per system (24 buttons each, up to 1008 buttons). The maximum number of additional button module buttons per system is 1024 (regardless of if the buttons are configured for use or not). Only exception is use of T3 DSS only where, if no other button modules are used, a total of 1080 buttons is supported: · 12 x BM32 + 5 x EU24 + 20 x SBM24 is allowed (984 buttons in total). · 15 x T3DSS + 15 x BM32 is allowed (1020 buttons in total). · but NOT 8 x BM32 + 10 x EU24 (because it exceeds the maximum number of 8 EU24s, even though total buttons < 1024). · and NOT 14 x BM32 + 5 x EU24 + 20 x SBM24 (total 1048 buttons, this exceeds the maximum 1024 buttons per system). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 227 Issue 27.01.0 (Thursday, September 26, 2013)
  • Analog Telephones As well as providing a lower cost alternative to system specific telephones, analog telephones can still deliver a high degree of functionality on IP Office. They are particularly appropriate in applications where users require lower entry costs. Analog telephones that are compatible with caller display functionality can display the telephone number of the calling party if available. Simple programming of IP Office can convert that numeric display in to the company name associated with that number. Feature activation by analog telephones is via short codes. IP Office is pre-programmed with a default set of short codes but these can be changed to mimic a legacy telephone system as required. Avaya would like to stress that although most analog telephones will work on IP Office - Avaya cannot guarantee that all analog telephones in every region of the world will work on the IP Office. · Analog telephones connect to IP Office via ports marked PHONE ports. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 228 Issue 27.01.0 (Thursday, September 26, 2013)
  • Avaya 6200 Analog Telephone (North America) The 6200 range of telephones are single-line analog telephones that require one tip and ring pair for operation. This series of telephones have a Ringer volume control on the side of the telephone and a Handset volume control on the front of the phone. They use DTMF dialing only and support the Positive Disconnect function. In addition, these telephones have a Message light, a recall button that allows access to system features, a redial button that allows automatic redial, a hold button with a single associated light, and a data jack on the rear of the telephone. The 6219 phone adds 10 programmable dialing buttons and the 6221 phone adds a built-in speakerphone with mute capability. Analog Telephone Features Programmable buttons (10 buttons) Program Keylock Pause Redial Speaker Flash Hold (with indicator light) System Hold Mute Handset Volume Control Ringing Volume Control (3 position) Ringing Patterns (2) Personalized Ringing Message Waiting Light Desk/Wall Mount Data Jack Colors Ringer Equivalency Hearing Aid Compatible Positive Disconnect DTMF Dialing Specialty Handset Support Product Description IP Office 9.0 6211 White/Grey 0.7A, 1.6B 6219 6221 White/Grey White/Grey 0.5A, 1.5B 0.5A, 1.5B © 2013 AVAYA All rights reserved. Page 229 Issue 27.01.0 (Thursday, September 26, 2013)
  • Interquartz Gemini Phones (EMEA and APAC) Avaya have tested the new generation Interquartz Gemini analog telephones with IP Office to ensure that telephone and system are compatible. The Gemini telephones offer good value for money without compromising on quality. Their stylish design and rugged build quality make them a popular choice for buyers on a limited budget. For sales enquiries and product information contact Interquartz at avaya-enquiries@interquartz.co.uk. Basic telephone 9330-AV · Visual Message Waiting Indication. · Locking mute button with LED indicator. · Last number redial. · Recall button. · Ringer volume adjust. · Ringer indicator light. · Wall mountable - no additional bracket required. · Hearing aid compatible. · Rubber feet to minimize slippage Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 230 Issue 27.01.0 (Thursday, September 26, 2013)
  • CLI Feature phone 9335-AV All features of 9330-AV plus: · Caller ID with 80 memories (shows date, time and new/repeat/answered/unanswered calls). · Large 3 line LCD display. · IP Office feature activation through programmable keys. · 100 name and number personal directory. · 20 lockable direct access memories. · Full handsfree working. · Headset port. · Switchable Time Break Recall 100 / 200 / 300 / 600 ms. · Call timer. · Alphanumeric keypad. · Last number redial with 5 memories. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 231 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hotel Phone 9281-AV · Removable inlay card for personalized logo printing. · Triple standard message waiting light (high voltage, reverse polarity and voltage drop). · 10 non-volatile memories. · Ringer indicator light. · Ringer volume and pitch adjustment. · Last number redial and Recall button. · Hearing aid compatible. · Wall mountable – no additional bracket required. · ELR/TBR switchable. · MF Only. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 232 Issue 27.01.0 (Thursday, September 26, 2013)
  • Doorphone Entry Systems for IP Office Doorphones offer convenience and security. Depending on the needs of the environment, door telephones may allow internal users to not only speak with someone who is outside, but also to easily allow the visitor entrance to the facility or residence. Doorphones can be connected to the Avaya IP Office base unit in a variety of ways, providing design flexibility based upon needs. All of the IP Office base units include an external output port. Connections of doorphones to these ports enable the user to gain access to the premises through default system short codes through the optional Voicemail Pro application. The flexibility of the IP Office provides the ability for short codes to be customized to a code more desirable for users. The flexibility of Voicemail Pro allows the visitor to enter a predetermined code from the phone granting access. This scenario is particularly useful in areas when co-workers are working at another site. Additionally, many doorphones can be connected to station or trunk ports available on IP Office. The Avaya IP Office system offers three doorphone solutions to choose from: · Avaya Universal Doorphone System (North America) · Kalika Communications Doorphone Entry System (EMEA) - DevConnect Partner · Interquartz Doorphone (EMEA) - DevConnect Partner · Algo 3226S Trunk Port FXO Doorphone (NA & EMEA) - Dev Connect Partner (the Algo 3226S has the same industrial design as the Norstar / BCM Digital Doorphone, but leverages Analog Trunk ports instead of Digital Station Ports) Avaya Universal Doorphone System: · System consists of a controller and a speaker. · The speaker is mounted securely on the wall and is connected to the controller, which normally resides in the equipment room. The controller is connected to a trunk port. · Users with the trunk appearance will be notified when a visitor has pressed the Push button located on the weatherproof speaker. · Each controller supports two speakers, for example Front Door and Back Door. · Custom ringing mode distinguishes doorphone calls from external calls. · Call waiting tones indicate which doorphone is calling and distinguish a doorphone call from an external line call. · Calls can be placed on hold when visitors call from the doorphone. · Commercial or residential security is provided via two-way handsfree communication from a door or gate. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 233 Issue 27.01.0 (Thursday, September 26, 2013)
  • Headsets Avaya offers ergonomically designed communication headsets and amplifiers for the Avaya IP Office telephones. This full line of professional and contact center solutions set the standard in sound quality and durability. Avaya headsets are designed for maximum, all-day comfort and are available in styles that suit nearly any wearer and any usage pattern. Whether you want the freedom to communicate handsfree while working at your desk, or the ability to roam while talking, you will find a solution that suits your individual needs. Please check www.avaya.com for a current list of supported headsets. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 234 Issue 27.01.0 (Thursday, September 26, 2013)
  • Summary All Avaya telephones are designed to ensure that features and functions are easily accessible to the user ensuring that, through ease of use, the full benefits of the system are delivered to the desktop. The telephones that support handsfree operation are intended for individual use only, not for group or conference room operation. The telephones listed below are the preferred and premier range of telephones for use on the IP Office. These telephones are sold worldwide in every country where IP Office is available. The range of telephones consists of both digital and IP phones. IP Office worldwide digital telephones: IP Office worldwide IP telephones: · 1403 Telephone · 1603 IP Telephone · 1408 Telephone · 1608 IP Telephone · 1416 Telephone · 1616 IP Telephone · 9504 Telephone · 9608 IP Telephone · 9508 Telephone · 9611 IP telephone · 9621 IP Telephone · 9641 IP Telephone In addition to the telephones above, IP Office supports a wide range of telephones, as listed below. Some of these phones, however, are only available in certain countries and regions. Other digital/analog telephones: Other IP telephones: · 2402 Telephone · 9620L/9620C IP Telephone · 2410 Telephone · 9630G/9640/9640G IP Telephone · 2420 Telephone · 9650/9650C IP Telephone · 3810 Wireless Telephone · 3720 DECT R4 Wireless Handset · EU24/EU24BL DSS Unit · 3725 DECT R4 Wireless Handset · 3740 DECT R4 Wireless Handset · 3749 DECT R4 Wireless Handset · 36451 Wireless (WiFi) Phone · 3645 Ruggedized Wireless (WiFi) Phone · D100 The following Norstar/BCM telephones are fully supported but might require special interface cards/modules. Some of these phones are not available for new sales or to all channels. Norstar/BCM Heritage Digital telephones Norstar/BCM Heritage IP telephones: · T7000 · 1120 IP phone · T7100 · 1140 IP phone · T7208 · LCD KEM for 1100 telephones · T7316; T7316e · 1220 IP phone · T24 KIM– Key Indicator Module · 1230 IP phone · M7000 · LCD KEM for 1200 telephones · M7100 · LED KEM for 1200 telephones · M7208 7420/7430/7440 Digital Mobility Handsets (2.4 GHZ) · M7310 · 7439/7449 Digital Mobility Handset, DECT, North America · M7324 · 4135/4145/4145EX Digital Mobility Handset, DECT; EMEA and Hong Kong · CAP (48 buttons) – Central Answering Position · 4136/4146/4146EX Digital Mobility Handset, DECT; Australia and NZ. · T7406, T7406E BXT cordless Telephone, North America · 7420/7430/7440 Digital Mobility Handsets, DECT, South America Only the Global version of the M7000 Series will be supported on IP Office. The Non-Global versions (also called NA version) of the M7000 Series set are not supported. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 235 Issue 27.01.0 (Thursday, September 26, 2013)
  • The Non-Global versions were available from the late 1980s to the early 1990s and only sold in North America. The Global version was available in all regions including NA as of the Early-Mid 1990s until the End of Sale of the M7000 Series sets. The Global and Non-Global sets can best be identified through their contrast level: · Global version – 9 Contrast Levels · Non-Global version – 4 Contrast Levels Avaya partners should notify the end-customers that the M7000 has reached the End of Life status and hence technical support for them is limited. Note: All versions of the T7000 Series are supported and there are no minimum firmware or regional requirements for the BST T7000 Series sets. The following Norstar/BCM Digital mobility components are supported on IP Office but might require special interface cards/modules. Some of these phones are not available for new sales or to all channels. Digital Mobility 2.4 GHz solution - North America and CALA Digital Mobility Base Station 10 (2.4GHz, Compatible with Handset 7430/7440, Repeater 40) Digital Mobility Repeater 40 (2.4GHz, Compatible with Handset 7430/7440, Base station 10) Digital Mobility External Antenna 51 DMC 080 Digital Mobility Controller - N.A. DMC 320 Digital Mobility Controller - N.A. Digital Mobility 1.9 GHz solution - North America (1929-1930 MHz) Digital Mobility Base Station 19 (NAR) Digital Mobility Repeater 49 (Canada, US) Digital Mobility External Antenna 51 DMC 080 Digital Mobility Controller - N.A. DMC 320 Digital Mobility Controller - N.A. Digital Mobility 1.8 GHz solution - Europe, Hong Kong, Australia, New Zealand (1880-1900MHz) Digital Mobility Base Station 15 Digital Mobility Repeater 25 Digital Mobility Repeater 45 Digital Mobility External Antenna 51 DMC 081 Digital Mobility Controller - International DMC 321 Digital Mobility Controller - International Digital Mobility 1.8 GHz solution - South America (1900-1930 MHz) Digital Mobility Base Station 14 Digital Mobility Repeater 24 Digital Mobility External Antenna 51 DMC 081 Digital Mobility Controller - International DMC 321 Digital Mobility Controller - International The following telephones are no longer available for new sales. Other digital/analog telephones: Other IP telephones: · 4406 · 5601 IP Telephone · 4412 · 4601 IP Telephone · 4424 · 4602SW IP Telephone · 4450 DSS Unit · 5602SW IP Telephone · 4610SW IP Telephone · 4610SW IP Telephone Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 236 Issue 27.01.0 (Thursday, September 26, 2013)
  • · 5610SW IP Telephone · 5620 IP Telephone · 5402 Telephone · 4620/21 IP Telephone · 5410 Telephone · 4625SW IP Telephone · 5420 Telephone · 3616 Executive Wireless (WiFi) Phone · T3 Comfort (Up) · 5621 IP Telephone · T3 Classic (UPN) · 3620 Healthcare Wireless (WiFi) Phone · T3 Compact (UPN) · T3 DSS Module · For maximum cabling distances please refer to the IP Office Installation Manual. Legacy Telephone Support The following telephones are not supported. They may function but have not been tested with the current IP Office release. Any faults reported following this release will not be fixed. · 20DT Analog DECT used with IP Office Analog DECT and Compact DECT. · TransTalk 9040 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 237 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 9. Features and Call Handling Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 238 Issue 27.01.0 (Thursday, September 26, 2013)
  • 9. Features and Call Handling IP Office provides a comprehensive telephony feature set to enable a fast and efficient response to a telephone call. Features such as Caller ID display and call tagging allow employees to see who is calling and who they are calling before they pick the call up. Client information can even be 'popped-up' on the user's PC. For those who are not tied to a desk, Wireless handsets and twinning offer mobility around the office. For those out of the office, be it on the road or working from home, comprehensive and easy to use call forwarding facilities, PC Softphone and a remote access service allow them to remain in telephone contact and access centralized resources at all times. Incoming calls can be efficiently handled using either Direct Dialling (DDI/DID) or dedicated operators. For out of hours calls or times when you just can't take calls, IP Office provides voicemail and optional Auto-Attendant services. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 239 Issue 27.01.0 (Thursday, September 26, 2013)
  • Basic Call Handling Tones IP Office generates the correct user tones for the geography. These tones are generated for all IP Office extension types, analog, digital and IP. Supported tones are: · Normal, alternate, and secondary; depending on geography · Busy · Unobtainable · Re-order · Conferencing tone depending on geography Caller ID Feature · Display of the caller’s number on incoming calls, where supplied by the service provider. · Sending of calling number on outgoing external calls. Benefit · Confirmation and recognition of who is calling. · Storage of Caller ID numbers for return calls. · Directory name matching to Caller ID numbers. · Screen-Popping customer records in compatible applications. Description Where supplied by the service provider, the IP Office can receive and use the caller's Caller ID. The Caller ID is passed through to the answering phone or application and is included in any call log or history supported by the phone or application. If the Caller ID matches a number in the IP Office's Directory, the matching directory name is shown instead of the number. Where the TAPI service is used to link to database software on the user's PC, it is possible to have an automatic query performed on the supplied Caller ID and have the caller’s record in front of the user before the call is answered. For outgoing calls the IP Office can insert a system wide Caller ID or set a flag to have Caller ID withheld. For users with a direct dial number routed to their extension, that direct dial number is also used as their Caller ID for outgoing calls. Alternatively short codes can be used to specify the Caller ID that should be sent with outgoing calls. Note that the sending and receiving of Caller ID is subject to the service provider supporting that service. The service provider may also restrict which numbers can be used for outgoing Caller ID. Call Screening Feature · The user has the capability to screen incoming calls while the phone is in an idle state, and the user can listen to incoming calls transferred to voicemail. Benefit · Screen for important calls and decide if you should answer the call or let it go to voice mail Description When an incoming call arrives at your phone and is then directed to and answered by the voice mail system, you automatically hear the caller on your phone speaker, but the caller cannot hear you. You can decide whether to answer the call or drop from the call and let the voice mail system continue to handle the call. Note: You cannot screen a call whilst you are on another call. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 240 Issue 27.01.0 (Thursday, September 26, 2013)
  • Hold A call may be placed on hold with optional Hold music. A held call cannot be forgotten as it is presented back to the extension after a timeout set by the system's administrator. See also Park 241 . Toggle Calls Toggle Calls cycles round each call that the user has On Hold to their extension locally within the system, presenting them one at a time to the user. Hold Call Waiting Hold Call Waiting is a compound feature combining hold and answer and provides a convenient way to hold an existing call and answer a waiting call through a single button press. Hold Music (Music on Hold) The IP Office system supports up to 4 sources of music on hold – system sources which may be external: one system source plus 3 additional external sources using analog extensions. Internal (WAV) or tone plus up to 3 additional internal sources. The internal sources are .WAV files saved either in volatile memory, or on the optional memory card in an IP500 and IP406 V2. The .WAV file must be 16bit PCM mono and sampled at 8Khz with a maximum duration of 30 seconds. Alternate sources for music on hold are selectable for use by Incoming Call Routes or Hunt Groups. On IP500, and IP500 V2 systems, each source can be up to 90 seconds long. External music on hold sources connect to the 3.5mm Audio socket on all IP Office control units, or configured analog extensions. Park As an alternative to placing a call on hold, a call can be parked on the system to be picked by another user. The call park facility is available through the user's telephone, Avaya one-X™ Portal for IP Office, or SoftConsole. Calls are Parked against a ‘park slot number’ which can be announced over a paging system so the person the call is for can go to any phone and collect the call by dialing the park slot number. On digital telephones with DSS/BLF keys it is possible to program Park keys that will indicate when there is a call in a particular park slot and allow calls to be parked or retrieved. There is a system configurable timeout that determines how long a call may remain parked before it is represented to the extension that originally parked the call. Automatic Callback Feature · When calling an extension that is busy, set the system to call you when the extension becomes free. This feature is also called "Ringback When Free". · When calling an extension that just rings, set the system to call you when the extension is next used. This feature is also called "Ringback When Next Used". Benefit · Carry on with other work and let the system initiate a call for you when the extension becomes available. Description Depending on the type of phone a user has, call back when free is accessed by dialing a short code if an internal busy tone is heard, selecting an option from an interactive menu or pressing a programmed DSS/BLF key. You can also set a callback when free or a callback when next used using a short code without attempting a call. This feature is supported across the IP Office Multi-Site/Small Community Network Product Description IP Office 9.0 299 . © 2013 AVAYA All rights reserved. Page 241 Issue 27.01.0 (Thursday, September 26, 2013)
  • Direct Inward Dialing (DID/DDI) This relies on the local telephone exchange passing all or part of the dialed number to the IP Office. This number can then be used by IP Office call routing software to route the call to an individual phone, or groups of telephones. This service is typically used to reduce the workload on a reception position by giving members of staff or departments individual numbers so they can be called directly. For convenience it is common to have the extension or group number the same as the digits supplied from the network, but IP Office can convert the number to a number as needed by the business, within limits In North America, T1 circuits are required for DID. Transfer Call Transfer allows users to transfer a call in progress to another phone number – either internal extension or external public number. The caller is placed on hold while the transfer is performed. If the phone is put down before the destination has answered, the original caller will be automatically transferred. This is called an Unsupervised or Blind Transfer. Alternatively, a user can wait for the destination to be answered and announce the transfer before hanging up to complete the transfer. This is called a Supervised Transfer. Unless restricted by the system administrator, the IP Office makes no differentiation between internal or external call transfers. Distinctive and Personalized Ringing The IP Office uses different ringing sequences to indicate the type of call, for example whether internal or external. This feature is called 'distinctive ringing'. For analog telephones the distinctive ringing sequences used are adjustable. For digital and IP telephones the distinctive ringing sequences are fixed as follows: · Internal Call: Repeated single-ring. · External Call: Repeated double-ring. · Ringback Call: Single ring followed by two short rings. This ring is used for calls returning from park, hold or transfer. It is also used for call back when free and voicemail ringback calls. This feature is supported across the IP Office Multi-Site/Small Community Network 299 . Personalized Ringing In IP Office the term personalized ringing is used to refer to changing the sound or tone of a phone's ring. On many Avaya digital telephones, the ringer sound can be personalized. Changing the ringer sound does not alter the ring sequence used for distinctive ringing. This feature is local to the telephone and not supported on all types of telephones. Message Waiting Indication Message waiting indication (MWI) is a method IP Office uses to set a lamp or other indication on compatible telephones when a new message has been left for the user, either in a personal voice mailbox or in a group mailbox or call back message. When the message has been played or acknowledged, the lamp is turned off. All Avaya digital and IP telephones have in-built message waiting lamps. Avaya one-X™ Portal for IP Office provides message waiting indication on screen. For analog telephones, from IP Office 3.1 a variety of analog message waiting indication (MWI) methods are provided. Those methods are 51V Stepped, 81V, 101V and Line Reversal. The MWI method must be selected from the IP Office Manager when configuring a system to match the properties of the analog telephones. Note that the 101V signaling is only available on IP500 Phone cards and expansion modules plus version 2 IP400 Phone 8, 16 and 30 expansion modules. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 242 Issue 27.01.0 (Thursday, September 26, 2013)
  • Visual Voice Feature · Provides interface to voicemail through display and buttons e.g. Listen, Save, Delete, Fast Forward. Benefit · Quick access to voicemails and commonly used messaging features. Description You can access and control voice messages via the display on Digital or IP telephones. Visual Voice requires Preferred Edition or Essential Edition, and can only be used with large display LCD sets only from the 1400, 1600, 2400, 5400, 4600, 5600, 9500, 9600 and T3 Series. (1403, 1603, 1603SW, 2402, 5402, 4601, 4602SW, 5601, 5602SW do not support Visual Voice). On telephones that have a display but do not support visual voice operation, use of the button for user mailbox access using voice prompts and for direct to voicemail transfer during a call is supported (does not include T3 and T3 IP telephones. Features supported are: · access new/old/saved messages for personal and hunt group mailboxes. · next and previous message. · fast forward and rewind. · pause message. · save, delete and copy message to other users of the system. · change default greeting. · change password. · change email settings (Preferred Edition only). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 243 Issue 27.01.0 (Thursday, September 26, 2013)
  • Advanced Call Handling Description In larger businesses or businesses with greater reliance on the telephone for internal and external communications some of the more advanced features will improve efficiency and customer service. Features like Pick-Up which permit users to take a call for a colleague who is temporarily away from their desk, or Absence Text which can quickly give information to internal callers about a person's availability. Absence Text Feature Display the same message on other internal telephones and IP Office applications when calling the user. Benefit Inform other internal users of your current status and likely availability. Description Any user can set Absence Text on their phone, even users of standard analog telephones, but it can only be displayed on selected display telephones and SoftConsole that call the user. Most supported feature telephones give the option of adding some text, for example, "At lunch until 16:00". When a user has an absence text message set, call processing is not affected to the user and they still have the choice of using features like Do Not Disturb or Forward on No Answer as appropriate. Telephones that support the interactive setting of Absence Text will also display it on the users own phone for the benefit of people who come to their desk. There are 10 predefined strings for Absence Text: · None (no text message) · "Don't disturb until" · "On vacation until" · "With visitors until" · "Will be back" · "With cust. til" · "At lunch until" · "Back soon" · "Meeting until" · "Back tomorrow" · "Please call" · Custom All may have additional text entered, eg message 4 plus 10:00 will show "Meeting until 10:00" and the text strings are localized to the system language This feature is supported across the IP Office Small Community Network (SCN). Call Tagging Feature · Display a text message on the user's phone or Avaya one-X™ Portal for IP Office when a call is presented to it. Benefit · Provide additional information about the call. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 244 Issue 27.01.0 (Thursday, September 26, 2013)
  • Description This feature is used to provide additional information about the call to the targeted user before they answer it. Call Tagging may be used when transferring a call from Avaya one-X™ Portal for IP Office or Soft Console to give caller info if the user doing the transfer is not able to announce the call. It is possible to add a tag to a call automatically using CTI and IP Office Voicemail Pro. This is also possible based on an Incoming Call Route. On some telephones, displaying the Tag may mean that it is not possible to display the usual call source and target information. Reclaim Call Feature · The ability to recover, or reclaim, the last call that was at your phone but is now ringing or is connected elsewhere. Benefit · If you just miss a call and it goes to voicemail or call coverage, you can get the call back while it is still being presented or connected through IP Office Description This is a special version of the Acquire Call feature that only applies to the last call at your extension. Hunt Group Enable/Disable Feature · The ability for a user to enable or suspend their membership of hunt groups. Benefit · A user may need to temporarily join or leave individual hunt groups, for example to cover a peak of calls without changing the system programming. Description A team supervisor or administrator may not usually take calls for a team but at times of high traffic they may join the group to take calls and when the peak is over leave the group to resume their regular tasks. To use this feature the User must be configured as a member of the hunt group by the systems administrator, it is not possible for a user to arbitrarily join a hunt group that they have not been identified as a member of. Call Waiting A User may not want people calling them to receive busy tone if they are already on another call, but have the call receive ring tone and have some kind of alert that there is a call waiting. The user can then decide to finish or hold the current call and answer the one that is waiting. The amount of information that is available about the call that is waiting depends on the type of phone the user has, or if they are using Avaya one-X™ Portal for IP Office. As Call waiting tone can be disruptive it is possible to turn the feature on or off and even suspend it for a single call – useful for conference calls. Do Not Disturb (DND) This is the ability to temporarily stop incoming calls ringing at a user's telephone. It will prevent the user from receiving hunt group calls and give direct callers either voicemail (if enabled) or a busy signal. This feature can be enabled/disabled from the phone or via Avaya one-X™ Portal for IP Office. It is possible to have some calls bypass the DND setting and ring the phone. For example a manager might have their secretary’s extension number on the DND exceptions list. The exceptions list can be easily managed by the Avaya one-X™ Portal for IP Office. Both internal and external numbers can be on the exception list. Dial Plan IP Office has a very flexible numbering scheme for extensions, hunt groups and feature commands. While the system has default numbering for feature codes and extensions, they can all be re-defined. Default extensions and hunt groups have 3 digit numbers starting at 200 but these can be changed from 2 to 9 digits through the IP Office Manager. There is a default set of feature access "short codes," but these can be changed to whatever the end user requires, within limits. This is useful for example, if IP Office is replacing a system where DND was accessed by dialing *21, it is possible to change the IP Office Short Code to mimic the code of Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 245 Issue 27.01.0 (Thursday, September 26, 2013)
  • the replaced system. In certain countries IP Office can support a Secondary Dial Tone when an access digit is dialed, though this limits some functionality like Alternate Route Selection (ARS). IP Office can also be configured to work without line access digits, by analyzing digits as they are dialed and determining if they are for an internal number or should be sent out on a line – this is valuable in SOHO installations where users will not necessarily be used to dialing an access digit for an outside line. Paging All Avaya digital and IP telephones supported on the IP Office that have loudspeakers can be used to receive broadcast audio messages without having to install a separate paging system. Paging can be to individual telephones or groups of telephones. Analog extension ports can be configured for connection to external overhead paging systems, usually through an adapter, such that a port can be included in a paging group to permit mixed phone and overhead paging. Some Avaya digital and IP telephones are able to answer a page by pressing a key while the page is going on, this terminates the page and turns it into a normal call. This feature is supported across the IP Office Small Community Network Intrude The Call Intrude feature allows a user, if permission through IP Office Manager is given, to join an existing conversation whether this is an internal or external call. A user with the "Can Intrude" option can join a call on any extension on the system, however, a User with "Cannot be Intruded" setting would prevent others from joining their call. Inclusion This feature enables selected users to intrude on calls that are already in progress. The intruding party intrudes on the existing call and all parties hear a tone. The speech path is enabled between the intruding party and the called user; the other party is forced onto hold and will not hear the conversation. On completion of the intrusion the called party speech path is reconnected to the original connected party. The feature is enabled or disabled on a per user basis through the Manager. Private Call Users can set a status of private call using short codes or a programmed button. Private calls cannot be recorded, intruded on, bridged into or monitored. Hot Desking Hot Desking allows a number of users non-exclusive use the same extension. Each user logs in with their own identity so they can receive calls and can access their own Voicemail and other facilities. For example, sales personnel who visit the office infrequently can be provided with telephony and Voicemail services without being permanently assigned a physical extension. When finished, they simply log out to make the extension available to others or if users log in at another phone, they are automatically logged out of the original extension. Remote Hot Desking Feature · The ability for a user to Hot Desk to other locations within the Small Community Network. · Available on Digital, Analog and IP telephones. Benefit · A user can make and receive calls from any office as if using the phone on their own desk. · Single number, improved mobility and easy access to familiar features. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 246 Issue 27.01.0 (Thursday, September 26, 2013)
  • · The user has access to the centralized system and personal directory as well as their call log (1400, 1600, 9600 Series and T3 telephones only). · Great for consultants, managers, lawyers working on different offices on different days. Description IP Office supports remote hot desking between IP Office systems within a Small Community Network (SCN). The system on which the user configured is termed their 'home' IP Office, all other systems are 'remote' IP Offices. No additional licenses are required to support Remote Hot Desking other than the Voice Networking license on each IP500 within the SCN. · User Settings When a user logs in to a remote IP Office system, all their user settings are transferred to that system. o o The user’s outgoing calls use the settings of the remote IP Office. o · The user’s incoming calls are rerouted across the SCN. However some settings may become unusable or may operate differently. For example if the user uses a time profile for some features, those feature will only work if a time profile of the same name also exists on the remote IP Office. Break Out Dialing In some scenarios a hot desking user logged in at a remote system will want to dial a number using the system short codes of another system. This can be done using either short codes with the Break Out feature or a programmable button set to Break Out. This feature can be used by any user within the Small Community Network but is of significant use to remote hot deskers. Note: Remote Hot Desking is not supported for use with Customer Contact Center (CCC) or Customer Call Reporter (CCR). Features handled by the telephone itself are not affected by Hot Desking (e.g. call log and phone speed dials). Relay On/Off/Pulse IP Office is fitted with two independent switch outputs for controlling external equipment such as door entry systems. Control of these switches is via allotted handsets allowing the switches to be opened, closed or pulsed as required. Control of switches is also accessible via, Receptionist SoftConsole and Voicemail Pro. Pickup Call Pickup allows a user to answer a call presented to another extension. Types of call pickup include: · Pick up any call ringing on another extension. · Pick up a hunt group call ringing on another extension, where the user must be a member of that hunt group. · Pick up a ringing call at a specified extension. · Pick up any call ringing on another extension that is a member of the hunt group specified. This feature is supported across the IP Office Multi-Site Network (SCN). Call Recording Where IP Office has Voicemail Pro installed it is possible to record a call and save the recording to the user’s mailbox, a group mailbox or the voice recording library. For example, this is useful when a caller is going to give detailed information like an address or phone number and the caller will hear a warning message or tone that the call is being recorded in some countries. Where call recording is required for Quality Assurance, it is possible to set the IP Office system to automatically record a percentage of calls for later review. Any call (normal, conference, or intrusion) and any phone type (including IP) can be recorded. Where "advice of recording" needs to be played, IP Office will ignore Voicemail port licensing if an insufficient number of voicemail channels have been licensed. Note: for IP telephones, a VCM channel will be required for the duration of the recording. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 247 Issue 27.01.0 (Thursday, September 26, 2013)
  • Telecommuter Mode Avaya one-X™ Portal for IP Office allows the making and receiving of calls and the retrieving of voicemails from an external phone number as if they were in the office, with the Avaya one-X™ Portal for IP Office server providing the call control. The typical scenario is the remote worker that occasionally works from home or from a hotel room. This feature also provides billing convenience and potential cost savings for remote workers and mobile work force as all the calls are established by IP Office: there is no need to check bills, nor to pay for expensive hotel calls. Twinning and Mobility Twinning allows a primary extension and a secondary number (extension or external) to operate together as a single telephone. When a call is presented to the primary phone the secondary will ring. If the primary telephone does not ring, for example in Do Not Disturb, the secondary phone will not ring. Please refer to the Mobility Chapter 386 for more details. Internal Twinning This is typically used in scenarios like workshops or warehouses where team supervisors may have a desk with a fixed phone but also have a wireless extension (e.g. DECT). When a call is made from either twinned phone, the call will appear to have come from the primary phone. Other users of the system need not know that the supervisor has two different telephones. The supervisor’s Coverage Timer and No Answer Time are started for the call and if the call is not answered within that time, the call will be delivered to available coverage buttons (if applicable) and then Voicemail (if applicable). The following features are supported with internal twinning: · Follow Me To · Follow Me Here · Forwarding · Do Not Disturb (inc exceptions) · Context less hunt group actions: Membership / Service Status / Fallback Group configuration · Voicemail On / Off / Access · Call Log (Central Call Log for T3 and 1600 telephones only) · Redial (Central Call Log for T3 and 1600 telephones only) · Personal Directory Entries (for T3 and 1600 telephones only) Mobility Features include: Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 248 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Mobile (external) Twinning · Mobile Call Control · Mobility Callback · Avaya one-X Mobile Client Support Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 249 Issue 27.01.0 (Thursday, September 26, 2013)
  • Key and Lamp Operation IP Office offers a full range of Key and Lamp features on Avaya feature telephones. These features include; Line Appearance, Call Appearance, Bridged Appearance and Call Coverage. As these features require a phone with buttons and indicators, the features are only supported on certain Avaya digital and IP telephones. Key and Lamp operation is not supported on analog telephones. IP Office can have a ring delay set on each appearance button to allow time for the target number to answer before other extensions ring, or visual alert only without ring. In Key and Lamp operation, IP Office supports up to 10 buttons on each telephone and 10 telephones with the same line appearance. Appearance Buttons Feature · Use the programmable buttons available on Avaya digital and IP telephones to represent individual calls. · Answer, originate and join calls by pressing the appropriate appearance buttons. Benefits · Indication of calls connected and calls waiting. · Handling of multiple calls from a single phone. Description Many Avaya digital and IP telephones supported by IP Office have programmable buttons. These buttons can be assigned to appearance functions that allow the handling of calls. These functions are: · Line Appearance Buttons Used to indicate make and answer calls on a specific external trunk. · Call Appearance Buttons Used to handle multiple incoming and outgoing calls from a user's extension. · Bridged Appearance Buttons Used to match the call appearance buttons on a colleagues extension. · Call Coverage Buttons Used to indicate unanswered calls ringing at a colleagues extension. Line Appearance A Line Appearance is a representation of a trunk line on the IP Office system where the indicator tracks the activity on the Line. Only external calls can be answered or made on Line Appearances. Line appearances can be used with Analog, E1 PRI, T1 PRI and BRI trunks PSTN trunks. They cannot be used with E1R2, QSIG and IP trunks. Call Appearance Buttons Feature · Uses a programmable button on the Avaya digital and IP telephone to represent an incoming or outgoing call. · Separate buttons are used to represent each simultaneous call that the user can make or answer. · Where possible, the status of the calls (ringing, connected or held) is indicated by the button indicator. Benefit · Call appearances allow a single user to make, answer and switch between multiple calls by pressing the appropriate call appearance button for each call. Description On Avaya IP Office digital and IP telephones that have programmable buttons, those buttons can be set as call appearance buttons through the IP Office Manager. The number of call appearance buttons set for a user determines the number of simultaneous calls they can make and answer. Note that the use of call appearance buttons overrides IP Office call waiting features. It is only when all call appearances are in use that subsequent callers receive either busy tone, voicemail or follow a forward on busy Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 250 Issue 27.01.0 (Thursday, September 26, 2013)
  • action When call appearance buttons are used, a minimum of three call appearance buttons is recommended where possible, although some telephones are restricted to two call appearance buttons by the number or design of their programmable buttons. Alerting/Ring Tone for Covered Calls Feature · The alert signal (ring tone) for incoming calls for covered telephones can be set to the following values: Ring (default), Abbreviated Ring and No Ring. Benefits · The ability for a user to choose how the covered call will alert. · To keep the alerting noise low in open-plan offices. Bridged Appearance Buttons Feature · Allow the user to have an appearance button that matches another user's call appearance button. Benefit · Answer and make calls on behalf of the other user. · Audible indication of calls presented to the bridged user, where programmed · Visual indication of when the other user has calls presented, held or connected. · Join and exchange calls using the paired call appearance and bridged appearance buttons. Description A bridged appearance button matches the activity on one of another user's call appearance button. For example, when the call appearance shows a ringing call, the bridged appearance button will also show the ringing call and can be used to answer that call. Similarly, if the bridged appearance button is used to make a call, the call activity is shown on the matching call appearance button. The call appearance button user can join or takeover the call using their call appearance button. Bridged appearance buttons allow paired 'manager/secretary' style operation between two users, and are only supported for users who have call appearance buttons. Call Coverage Feature · Allow unanswered calls to alert at other user extensions and be answered there before being forwarded or going to voicemail. Benefit · Provide users the opportunity to answer colleague’s unanswered calls before they go to voicemail. Description When a user has an unanswered call ringing, after a configurable delay, the call will also start alerting on any call coverage buttons associated with the user on other extensions. The call can then be answered by pressing the call coverage button. If still unanswered the call is forward or goes to voicemail as normal. The time a call rings before also alerting on any associated call coverage buttons can be adjusted for each user. External Call Lamp Indication Feature · New system wide configuration parameter to select the LED flash pattern for external calls on Bridged and Coverage appearances. Benefit Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 251 Issue 27.01.0 (Thursday, September 26, 2013)
  • · The user can determine if the covered call is internal or external. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 252 Issue 27.01.0 (Thursday, September 26, 2013)
  • Outbound Call Handling Features Every business needs to make calls, but depending on the type of business these calls may need to be treated in a special way, such as recorded against a project or client through the use of Account Codes. A business may have several sites linked via a private network but certain users, like customer services agents, may need to be able to call colleagues in other offices even when the network is busy, while other users can wait for a line to come free, Least Cost Routes can automatically translate the internal number to a direct dial call over the public network while other users wait. Account Codes Feature · Associate an account code with a call. · Validate account codes used against list stored by the IP Office. · Include the account code used with call log details. Benefit · Through the call records, group calls by account code for the purpose of call costing and tracking. · Restrict outgoing calls by requiring users to enter a valid account code. Description IP Office stores a list of valid account code numbers. When making a call or during the call, the user can enter the account code they want associated with that call. IP Office will check the account code against its list of valid codes and request the user to re-enter the code if it is not valid. For incoming calls, the Caller ID can be used to match it with an account code from the IP Office's list of valid codes and report the account code with the call for billing. Individual users can be set to Forced Account Code operation where they are required to enter a valid account code before making external calls. By using IP Office Short Codes it is possible to identify certain numbers or call types as requiring a valid account code before permitting the call to proceed, for example long distance or international numbers. Analog phone users can only enter account codes before making a call or in response to an audible system prompt to enter a code when making the call. Account codes can also be entered through the Avaya one-X™ Portal for IP Office. In all the cases above, the account code entered is included with the call details in the IP Office's call record output. (SMDR). Authorization Codes Authorization codes allow an IP Office user to go to another extension on the system and make calls using their personal toll restrictions; this may grant the user greater or fewer privileges than the normal owner of the extension they use. Since Authorization Codes are independent of Account Codes, the user has to enter both if the required by the system configuration. All entered codes are logged in SMDR. Dial Emergency Dial emergency is an IP Office Short Code and, permits certain numbers to be dialed regardless of call barring or a phone being logged out. Call Barring Feature · It is possible to prevent or allow calls to certain numbers such as international numbers or premium rate numbers for individual users or on a system wide basis. Benefit · Restrict the dialing of specific numbers or types of numbers system wide. · Restrict certain users from dialing specific numbers or types of numbers. Description IP Office supports call barring at many levels. Short codes can be used at the system or individual user level to block the external routing of specific numbers or types of numbers. Typically the barring short codes are set to return busy tone, however they could route the call to an alternate number or to a Voicemail service that returns a 'barred dialing message'. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 253 Issue 27.01.0 (Thursday, September 26, 2013)
  • For users, the short codes can be allocated to a User Rights template. This template is then applied to the Users whose calls need restriction. In addition to barring the dialing of certain numbers, IP Office can be set to bar the forwarding of calls to external numbers on a per user basis. Alternate Route Selection (ARS) IP Office supports Alternate Route Selection (ARS). If a primary trunk is unavailable, then ARS provides automatic fallback to an available trunk (e.g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for SCN fallback). By configuring ARS, calls may be routed via the optimum carrier. Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day. Multiple carriers are supported. For example, local calls are to go through one carrier between specific hours and international calls through an alternative carrier. Carrier selection using 2-stage call set up via in-band DTMF is possible. It is possible to assign specific routes on a per user basis, e.g. only allow expensive routes to be used by critical staff. Maximum Call Length This feature allows the system to control the maximum duration of any call based on the dialed number. This could be used for controlling calls to cellular networks or data calls made over the public network to ISPs. Transferable Dial Out Privilege Feature · A privileged user (Operator / Supervisor) can transfer an outside line (secondary dial tone) to a user that does not have external privileges. Benefits · Provides the company with control over external calls · Provides the ability to provide outside line access for restricted telephones . (e.g., those in public areas or conference rooms) Idle Line Preference Feature · Going off hook will select the first Idle line appearance and the user will be connected to an outside line. Benefit · Provides the ability to select a specific external line (for companies that prefer to work in key-system mode). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 254 Issue 27.01.0 (Thursday, September 26, 2013)
  • Forwarding This is the ability to forward a user's calls to another extension or external number such as a Mobile/Cell Phone. Calls can be forwarded in a number of ways and if the call is not answered at the forward destination it will go to IP Office voicemail if enabled for the user and call supervision is available. Once the numbers have been entered, the user can toggle the forwarding to be active or not as required without having to re-enter the numbers. If the user is a member of a hunt group, some types of hunt group calls can also follow forward unconditional. Users can select if forwarding is applied to external calls only, or all calls. Call forwarding is processed after Do Not Disturb and Follow-Me conditions are tested. Associated Features · Do Not Disturb (DND) Precedence · Forward Unconditional · Voicemail · Forward Busy · Follow Me · Forward No Answer · Hunt groups · No Answer Interval Coverage to Operator Feature · An operator or a group of operators can be configured to provide coverage for external calls that would otherwise go to voicemail. Benefit · Any unanswered calls will be routed to an operator or a Group of operators. For example, local government offices prefer to provide a personal service (rather than voicemail). Forward on Busy If enabled, this forward will be triggered when the user is busy and another call is routed to them, but does not include calls for a hunt group that they may be a member of. A user is normally considered to be busy when they are on a call but depending on call waiting settings and key and lamp features this may not be the case. Forward on No Answer This forward is triggered if a call has been ringing for a user but they haven’t answered it within the configured answer time, this includes calls that have been indicating call waiting if enabled. Forward Unconditional This sends all calls for the user to the forward unconditional number, but if the call is not answered within a user’s timeout period the call will be sent to IP Office voicemail, if enabled. Unconditional Forward to Voicemail Feature · The ability to forward calls to Voicemail, even when the user’s voicemail is not activated. Benefit · This feature allows a user who is familiar with the existing IP Office functionality of diverting all calls to a person or a group to follow the same pattern and divert all calls to a voicemail box. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 255 Issue 27.01.0 (Thursday, September 26, 2013)
  • Forward Hunt Group Calls for a hunt group that the user belongs to can also follow forward unconditional. The hunt group must be set for either sequential or rotary ring type and if the call is not answered at the forward destination it will follow the hunt group call handling instead of going to voicemail. This can be particularly useful in a sales or support environments where a number of people may be out of the office on Mobile/Cell telephones and still participate in the hunt group as if in the office. Follow Me Follow Me gives mostly the same behaviors as the user's home phone (Paging, hands free answer, etc) whereas Forwarding doesn't. Follow Me is typically used when a user is going to be working away from their desk, for example in a workshop. All the call settings the user has on their main phone will apply to calls that follow the follow-me feature, including forward on busy or no answer. Follow Me can be set either from the users main phone – Follow Me To – or from the phone where they want calls to be received – Follow Me Here. Several people can have their telephones forwarded to a follow me destination and if the phone has a display it will indicate who the call is for. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 256 Issue 27.01.0 (Thursday, September 26, 2013)
  • Avaya Telephone Features Programmable Buttons As well as the usual dialing keys, Avaya digital and IP telephones have dedicated function buttons like Mute, Volume, Hold, Conference and Transfer. In addition to these, on many Avaya digital and IP telephones there are keys that can be programmed with a range of selected special functions. These keys can be used for calling other extensions on the system (Direct Station Select or DSS keys), or can be used for options from speed dialing numbers to controlling features such as Do Not Disturb. Many features use an indicator to show whether a feature is enabled. Button programming is done through the IP Office Manager as part of the system configuration, although some telephones allow the user to program buttons and functions where given administration rights. Busy Lamp Field (BLF) Indicators Feature · Status indicators which show the status of a programmable buttons associated feature or function. Benefit · Indication of when a button or associated feature is active. Description Avaya digital and IP telephones have programmable buttons which can be assigned to various features. When those buttons include some form of BLF indicator, the button can also be used to indicate when the feature is active. For example, a button associated with another user will indicate when that user is active on a call. A button associated with a group will indicate when the group has calls waiting to be answered. The directory entries in Avaya one-X™ Portal for IP Office and the speed dial icons within the SoftConsole application also act as BLFs. When the icons are associated with internal users, the icons will change to indicate the current status of the users. Avaya one-X™ Portal for IP Office shows these conditions: State Icon Available Description available The status indicates that you are available and can be called. Busy The status indicates that you have a call in progress. Do Not Disturb The status indicates that you have enabled Do Not Disturb on the phone system. Calls to you are redirected to voicemail if available. Otherwise, the callers receive a busy tone. The exception is calls from numbers that you have added to your list of Do Not Disturb Exceptions. Logged Out The status indicates that you have not logged into the extension on the phone system. Calls to you are redirected to voicemail if available. Otherwise, the callers receive a busy tone. You cannot make calls. However you can still use Avaya one-X™ Portal for IP Office to alter your configuration settings. Ringing This status indicates that the phone is ringing and you have an incoming call. Unknown unknown This status indicates that your presence on the phone system is unknown. The presence cannot be determined as the phone number is not an extension on the IP Office Call History Feature · Access to a list of called, received and missed calls from the phone and/or IP Office user productivity applications. Benefit · Missed calls are easily tracked and can be returned. · Call log data is retained even after power down and a system reset (1400, 1600, 9600, T3 and Avaya one-X™ Portal for IP Office). · Centralized call log is supported in the SCN when using hotdesking (1400, 1600, 9600, T3 and Avaya one-X™ Portal for IP Office). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 257 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Consistency between desktop telephones and user productivity application (1400, 1600, 9600, T3 and Avaya one-X™ Portal for IP Office). Description IP Office keeps a record of calls made and received, including unanswered calls. Details are store for both users (maximum 30 entries) and hunt groups (maximum 10 entries). The method of operation varies according to the phone type but in all cases the call records can be used for return calls. A centralized call log is supported by 1400, 1600 and 9600 Series telephones (not 1403 or 1603/1603SW) and Avaya one-X™ Portal for IP Office (leading to consistency between the two). 5400 Series and 5600 Series call logs are stored on the phone. Avaya one-X™ Portal for IP Office accesses the centralized call log and therefore presents a record of all calls even if the user’s PC is switched off when a call is received. Call log entries can be added to the personal directory. Avaya one-X™ Portal for IP Office can display call histories for all calls, missed calls, inbound calls and outbound calls. Entries in the call history can be used for return calls, sorted and added to the Avaya one-X™ Portal for IP Office local directory or speed dials. Language Avaya digital and IP phone menus and displays are available in many languages and usually the system default setting will be applicable to all telephones, however it is possible to have language set on an extension by extension basis, this will also change the language of menus for IP Office Voicemail. Centralized Personal Directory Feature The IP Office Personal Directory is a list of up to 100 numbers and associated names stored centrally in the system for a specific user. A directory entry can be used to label an incoming call on a caller display telephone or on a PC application. The directory also gives a system wide list of frequently used numbers for speed dialing via Avaya one-X™ Portal for IP Office or a feature phone with a suitable display. For example "Mr Smith" can be displayed when a known Caller ID is received. A user can also select "Mr Smith" in the Directory List in Avaya one-X™ Portal for IP Office or on a display phone to speed dial this number. Benefit · The user has a personal directory independent from the phone (1400, 1600, 9600 and T3 only) at which they are is logged in · The personal directory is always synchronized between telephone and Avaya one-X™ Portal for IP Office. Description · The personal directory capability allows up to 100 entries per telephony user. · The system limit is: o 10800 for IP Office 500 and IP Office 500V2. o 3600 for IP Office 412. o 1900 for IP Office 406 V2. · All entries may be added, deleted or modified by Manager, Avaya one-X™ Portal for IP Office, a telephone, or an external service. · The personal directory data is sent/updated whenever the user is logged in a SCN. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 258 Issue 27.01.0 (Thursday, September 26, 2013)
  • Centralized System Directory Feature The IP Office Directory is a list of up to 5000 numbers and associated names stored centrally in the system. A directory entry can be used to label an incoming call on a caller display telephone or on a PC application. The Centralized System Directory also gives a system wide list of frequently used numbers for speed dialing via Avaya one-X™ Portal for IP Office or a feature phone with a suitable display. For example "Head Office" can be displayed when a known Caller ID is received. A user can also select "Head Office" in Avaya one-X™ Portal for IP Office, or on the display phone Directory to speed dial this number. Description · External directory entries can be obtained from up to three different sources for each IP Office: o o Temporary entries imported at regular intervals from an LDAP server. o · Locally stored in the IP Office configuration. Created and edited using IP Office Manager or by selected 1600, T3 or Avaya one-X™ Portal for IP Office users. Temporary entries imported at regular intervals by HTTP from another IP Office. This allows the directory entries on one IP Office to be shared by other IP Offices as a centralized system directory for an SCN. The total maximum number of entries is 5000 with entries in the IP Office configuration taking priority over temporary imported entries. Manager IP500 IP500 V2 Product Description IP Office 9.0 LDAP HTTP Overall Maximum 2500 5000 5000 5000 © 2013 AVAYA All rights reserved. Page 259 Issue 27.01.0 (Thursday, September 26, 2013)
  • Benefit · Ability to use external directory services with different interfaces · One system directory for a Multi-Site Network (SCN) Self-Administration The IP Office administrator may give select users the ability to change some of the phone settings themselves. For example, button programming. The range of changes that the user can make depends on the phone type in use. On Hook Dialing Avaya digital and IP telephones allow the user to make calls by just dialing the number on the keypad, without having to lift the handset or pressing a speaker button. Usually the call progress can be monitored using the speaker in the phone, on telephones that support handsfree the whole conversation can be had without having to lift the handset. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 260 Issue 27.01.0 (Thursday, September 26, 2013)
  • Inbound Call Handling IP Office offers several features to provide versatile inbound call processing, including PC based applications, and a standards-based TAPI interface for 3rd party applications. Incoming Call Routing Incoming calls can to be presented to an Operator who then decides where to pass the call, but IP Office supports intelligent call routing capable of making routing decisions based on a number of criteria. The system currently supports routing based on; · Call presentation digits from the exchange such as DDI/DID or ISDN MSN. · Calling telephone number or Caller ID (This could even be part of the number received such as an area code). · ISDN sub-address. · ISDN/PRI service type i.e. Voice Call, Data Call, etc. It is even possible to look for multiple criteria so, for instance, a DDI/DID call to a sales group could be handled differently depending on which part of the country the call is originating from. Each incoming Call Route also supports a secondary destination 'Night Service' that can provide alternative routing for an incoming call based on 'time of day' and 'day of week' criteria, as well as calendar-based routing for specific dates. Calls that cannot be routed to the configured destination are re-routed to a user defined 'Fall Back' destination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs. Where multiple call routes are set up to the same destination, a Priority level can be associated with the call. This priority level is used to determine a call's queue position in place of simple arrival time, but note that calls already ringing a free extension are not considered queuing and are not affected by a high priority call joining a queue (unless the option" Assign Call On Agent Answer" is selected for that hunt group). A Priority Promotion Timer can be configured to increase the priority of calls which have been in the queue for more than a defined time. An optional tag can be added to calls on the Incoming Call Route, which can be displayed on the alerting telephone. Hunt Groups A hunt group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the hunt group. Four modes of call presentation are supported on IP Office; · Sequential One extension at a time sequentially always starting at the top of the list. · Collective All extensions in the hunt group simultaneously. · Rotary Start with the extension in the list immediately following the extension that answered the last hunt group call. · Longest Waiting Start with the extension that has been free for the longest time. An option has been added, "Assign Call On Agent Answer", which means that CTI applications will always correctly report the details for the call that is alerting. The "Assign Call On Agent Answer" and ensures that the call at the head of the queue is always answered first. If all extensions in the hunt group are busy or not answered, another hunt group, called an Overflow Group, can be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being passed to the Overflow Group (this can be configured either for individual calls or for all calls in the group). The system can change the status of users who do not answer a hunt group call presented to them. The user can be put into busy wrap-up, busy not available or logged out. The change of status can be set per user and the use of this option can be set per hunt group. Outside normal operation a hunt group can be put into two special modes; Night Service and Out of service. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 261 Issue 27.01.0 (Thursday, September 26, 2013)
  • In Night Service calls are presented to a Night Service Group. This can be controlled automatically by setting a time profile which defines the hours of operation of the main group or manually using a phone feature code. Night service fallback using a time profile is no longer applied to a hunt group already set to Out of Service. The Out of Service mode is controlled manually from a phone. While in this mode calls are presented to the Out of Service group Voicemail can also be used in conjunction with hunt groups to take all group related messages, play an announcement when the hunt group is in Night Service or Out of Service mode and give announcements while a call is held in a queue. For internal voicemail use a broadcast option is provided. This feature will alter the voicemail box operation so that the message notification will only be turned off for each hunt group member when they retrieve their own copy of the message. Multi-site Networking/Small Community Networking (SCN) Distributed Hunt Groups Hunt groups in a Small Community Network can include members located on other systems within the network. Note: Distributed Hunt Groups are not supported for use with CCC or CCR. Night Service When a hunt group is in Night Service mode, the hunt group is temporarily disabled. Callers to this hunt group will: · Pass to a Night Service Fallback group used to provide cover, e.g. pass calls to a manned extension or an external number · Be played the Out of Hours greeting if voicemail is operational · Receive the busy tone A hunt group can be switched in or out of Night Service mode by a user dialing the appropriate short code – by any extension or by specific users. Time Profiles Time Profiles can be used to define when a Service, Hunt Group, Least Cost Route, Conference Bridge or a user's dial-in facility are operational. For example, a time profile can be used to route hunt group calls to a manned extension or voicemail outside of office hours, or be used to apply different Least Cost Routes at varying times of day to take advantage of cheaper call rates. Multiple Time Entries can be created so that a Time Profile can be used to define specific hours in the day e.g. 09:00-12:00 and 13:00-17:00. Outside of a Time Profile, voice calls would be re-routed according to the configuration but any currently connected calls at the time the Time Profile changes would not get cut off as the change only affects the routing. Data calls will get cut off as the time profile goes out of service but a new data call will start immediately if specified. Time Profiles can also be based on specific calendar dates to make allowance for public holidays or other events. Queuing Queuing allows calls to a hunt group to be held in a queue when all extensions in the group extension List are busy. When an extension becomes free the queued call is then presented. The definition of queued calls now includes ringing calls and calls waiting to be presented for ringing. The queue limit can be set to control the maximum number of calls to wait against a hunt group. While queuing, if Voicemail is operational, the caller will be played the announcements for this hunt group. Announcements Hunt group announcements are separated from hunt group queuing and can be used even when queuing is off. Hunt group announcements are now supported by Embedded Voicemail in addition to Voicemail Pro. Further, times for the first announcement, second announcement, and between repeated announcements are configurable. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 262 Issue 27.01.0 (Thursday, September 26, 2013)
  • Contact Center Features Contact Centers have specific needs for reporting on how calls are handled and these are covered in a separate section of the Product Description. Basic handling of telephony requirements for a Call Center is a standard part of IP Office from Automatic Call Distribution (ACD) and Call Queuing to agents logging on and selecting the groups that they service. Login A contact center agent function, login is required before the agent is able to make or receive calls from their phone. A login idle period can be specified which will dictate how long an extension can be idle before the user is automatically logged out, ensuring that an extension is not left logged in and calls go unanswered. Monitor Calls A user can monitor other peoples’ calls by listening in. This feature is not available by default; it must be specifically enabled in the system configuration. An option exists to have a beep tone indicate when monitoring is in use. The user is only able to listen; they cannot speak into the conversation being monitored. Acquire Call Feature · Takeover a call currently connected at another extension. This feature is also known as "Call Steal". Benefit · Assist a colleague who indicates they want you to take the call. Description The Acquire Call function can be setup as a special short code or programmed against a button on an Avaya digital or IP phone with programmable buttons. Use of the feature is subject to IP Office intrusion control settings, the user acquiring the call must be set to be able to intrude and the user whose call is being acquired must be set to can be intruded. Acquire call works in two ways, invoked with or without a number: Without a value in the number field · This allows a user to reclaim a call that was ringing on their phone but has now gone elsewhere, for example to Voicemail or Forward No Answer destination. The Intrude settings are not checked and the call can be reclaimed even if it has been answered. · If the last call to ring this User is no longer ringing or connected on the system, the feature will fail. With a number, where the number is the telephone number of a user who currently has the call to be acquired. · If the user has a call ringing or waiting Acquire Call will act like the Call PickUp Extension short code and the user executing Acquire Call will be connected to the oldest ringing/waiting call. · If the User has a connected call with no call waiting and the Intrude settings of the two Users allow it, the call will be connected to the user executing the Acquire Call and the other user will be disconnected. · If the User does not have a call the feature will fail. Queue Threshold Alert When the number of calls queued against a hunt group exceed a threshold, the system can be configured to alert at a selected analog extension port. Typically the User to Alert will be a loud ringer or other alerting device. The alert does not present a real call. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 263 Issue 27.01.0 (Thursday, September 26, 2013)
  • Miscellaneous Features Conference Calls Calls can be placed on hold and a conference created using either the phone or desktop applications. Additional conference members may be added, however a single conference may not have more than 64 members. For the IP500 and IP500 V2 the total conferencing capacity is 128 channels. This could be alternatively 2 conference of 64 users, 3 conferences of 32 users or any other combination (maximum 64 participants per conference call). Only two calls connecting through analog trunks are permitted in any single conference. For more information on managing conference calls, refer to the Audio Conferencing chapter 395 . Coaching/Silent Intrusion/Whisper Page This feature is available with Essential Edition, Preferred and Advanced Editions. Silent Intrusion or Whisper Page can be effective in a scenario where a secretary/administration support intrudes into a call of his/her boss to whisper that a very important customer is waiting. The boss hears his/ her secretary while talking to the caller but the caller will not be able to hear the secretary. Feature · Allows for the interruption or inclusion of a supervisor, co-worker to join a call without far end caller listening to the conversation. Benefit · Used in call center scenarios and with other applications between employees. Supports the interruption or inclusion of a supervisor on a live call to talk to an agent without the far-end caller listening to the conversation. This is useful when the agent needs coaching support/training or when the supervisor needs to intrude to give instructions to an agent. The caller may still talk to the agent, but the caller will not hear what the supervisor is saying. The agent will be able to hear both the caller and the supervisor. Description The feature enables users on a call to ‘intrude’ and listen depending on the configuration of the end users, i.e. whether Coaching Intrusion or Whisper Page is used. Coaching intrusion and Whisper page cannot be done on and idle user. It may be done for internal calls or with external calls. This feature is enable through the IP Office manager for each IP Office user. Only authorized users can use the coach/whisper feature. Default setting is off. Dial On Pickup Also known as "Hotline". Automatically dials a specified extension when the phone is taken off hook. This facility is commonly used in unmanned reception areas or for door entry systems to allow visitors to easily gain assistance. Off Hook Operation Off-Hook Station is designed for users who want their analog phone to operate like digital or IP feature phone, to isolate the user’s phone idle state from the Hook state. This is a useful feature when using Avaya one-X™ Portal for IP Office or SoftConsole to control the phone state when using a headset on an analog telephone and with call control and dialing from Avaya one-X™ Portal for IP Office, or SoftConsole. E911 / Emergency Call This is a specific service for North America. When an emergency call is connected, IP Office provides calling party information to an external line interface unit. The external unit carries out a number to text translation and forwards this to the emergency services bureau so that the originating location of the call is clearly identified. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 264 Issue 27.01.0 (Thursday, September 26, 2013)
  • System Short Codes Short codes are used as commands the IP Office to make changes for the user, group or system, so need to set up with consideration to security. The command may need additional information included with it, such as for forward, the phone number forwarded to. Short codes are a flexible and quick way of setting up certain features. IP Office has short codes provided by default on the system, or more advanced codes that need programming by the system administrator. Examples The method of detailing a short codes settings lists the short code fields separated by a /. · *17/?U/VoicemailCollect A user dialing *17 is connected to voicemail. · *14*N#/N/FollowMeTo If a user dials *14*210# at their own extension, their calls are redirected to extension 210. Dialing Short Codes The following types of short code applied to on-switch dialing. The result may be an action to be performed by the IP Office, a change to the user's settings or a number to be dialed. The order below is the order of priority in which they are used when applied to user dialing. User Short Codes These are useable by the specific user only. User Rights/User Restrictions Short Codes These are useable by any users associated with the user rights or restrictions in which they are set. They can be overridden by individual user short codes. User and User Rights short codes are only applied to numbers dialed by that user. For example they are not applied to calls forwarded via the user. System Short Codes These are available to all users on the IP Office system. They can be overridden by user or user rights short codes. Post-Dialing Short Codes When any the short code above result in a number to be dialed, further short code can be applied to that number to be dialed. This is done using the following types of short codes. ARS (Alternate Route Selection) Short Codes The short code that matches dialing can specify that the resulting number should be passed to an ARS form. The ARS form can specify which routes should be used for the call by using further short code matches and also provide option to use other ARS forms based on other factors such as time and availability of routes. Transit Network Selection (TNS) Short Codes Used on T1 ISDN trunks set to use AT&T as the Provider. Applied to the digits presented following any other short code processing. Incoming Number Short Codes On certain types of trunks short codes can be applied to the incoming digits received with calls. Line Short Codes These short codes are used to translate incoming digits received with calls. The stage at which they are applied varies between different line types and may be overridden by an extension number match The full set of short code commands are listed in the IP Office Manager, refer to product configuration documents for more detail on how to set them up. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 265 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 10. IP Telephony Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 266 Issue 27.01.0 (Thursday, September 26, 2013)
  • 10. IP Telephony Technological innovation is changing the way we communicate. This time it is coming in the form of changing the way telephone calls are transmitted. It brings with it several new capabilities that change the meaning of the phrase telephone call through the use of Voice over Internet Protocol (VoIP). Basically, VoIP means "voice transmitted over a packet data network." VoIP is often referred to as IP Telephony because it uses the IP protocols to make possible enhanced voice communications throughout the world, wherever IP connections have been delivered. IP Telephony unites a company’s many locations- including mobile workers- into a single converged communications network. Telephony calls using VoIP go above and beyond what’s been possible in the past. When it comes to placing telephone calls, VoIP provides a range of support services and features unequalled in the world of telephony, but above all delivers them at low cost. How Does VoIP Work? Voice over Internet Protocol means basically what the acronym states: Voice travels over an Internet Protocol. Internet Protocol refers to the type of rules that the network uses to send and receive signals. IP Telephony works by converting voice communications into data packets. Conveniently, it runs on the popular Ethernet LAN (local area network) technology, which currently supports over 96 percent of the worlds companies’ LANs. Circuit-switched or Time-Division Multiplexed Telephony Before digital networking with the Internet took off, everyone had to use the "Plain Old Telephone Services" (POTS). These run over a network called the Public Switched Telephone Network (PSTN). The PSTN has been around since the telephone was invented in either analog or digital form using circuit switched technology where the telephone call gets exclusive bi-directional use of a wire – or circuit – while the call is in progress. Because the circuit is exclusive to each conversation, PSTN and private branch exchanges (PBXs) must be sized to cope with peak demand and have enough circuits available for all expected conversations. This is not a flexible approach and results in a lot of infrastructure investment that the telephone companies need to recoup, via the cost of access charges and calls. The Internet has changed this – where data services have driven down access charges and allowed voice to "travel for free" over a multipurpose data network. Packet-Switched Telephony Unlike circuit-switched connections, which always require use of dedicated bi-directional circuit for the duration of a call, VoIP technology has enabled telephony and other new and novel features and services to run over fixed and wireless networks including private local area networks. These newer network types use packetswitched protocols. Packet-switched VoIP puts voice signals into packets. Along with the voice signals, VoIP packets include both the sender’s and receiver’s network addresses. VoIP packets can traverse any VoIPcompatible network. Along the way, they can choose alternate, shared paths because the destination address is included in the packet. The routing of the packets is not dependent on any particular network route which means the network provides can provide a reliable service at a fraction of the cost of circuit switched providers. What Advantage Does IP Office Have? IP Office can provide support of PSTN, SIP, POTs, digital time division multiplexed telephones AND digital IP telephones all on the same system. This means you don’t have to abandon the past to embrace the future, IP Office allows all the technologies to co-exist. IP Office connects to the PSTN and to IP trunks (the VoIP equivalent) so providing a "Hybrid" PBX function – where both legacy and future technologies can be used together to minimize operating costs and optimize business communications through both voice and data. IP Office has digital telephones built on both TDM and IP technology that provide the same user interface offering a flexible choice of solution that can mix, for example TDM telephones in the office and IP telephones at a remote site of at home. With the choice of IP telephones including real and virtual (software) telephones, IP Office can take communications to a new level. Buying IP Office allows you choice – you can use the pure POTs or the pure VoIP capabilities of IP Office, or use both at the same time to allow seamless technology transition of your business without the disruption of having to choose between them now. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 267 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Office and IP Telephony In order to make use of VoIP, IP Office uses signaling protocols called H.323 , and Session Initiation Protocol (SIP) which allow IP Office to establish end-to-end connections for the voice path through the IP network. It ensures each end of the connection is able to transmit and receive voice and provides the network addressing for end to end packet transmission. IP Office also allows for connecting between the different technologies by translating the signals they use, for example an analog telephone may wish to connect to a VoIP destination. This requires both the signaling and voice transmission to be translated – IP Office does this easily as it contains technology elements called gateways and gatekeepers that enable translations to happen. With a conventional telephone system you plug your analog or digital TDM telephone into an extension socket connected to your PBX or Key System. With IP Telephony you connect your IP telephone to your IP PBX via the LAN. There are two basic types of IP telephones: · A physical telephone, which looks very similar to a standard telephone (IP Hard Phone) · A software application (IP Office Video Softphone) which runs on the user's PC, allowing them to use either a headset/microphone to make/receive calls anywhere they have IP connection IP telephony has the advantage of allowing extensions to be deployed both locally and remotely through the use of IP routing and IP VPN services. When making use of IP telephony, there are a number of data centric considerations such as which data types have priority on the IP network when there is contention. This is set with IP/TCP "quality of service" and should not be ignored. In situations where LAN Bandwidth is limited, a quality of service capable LAN switch should be used to ensure voice packets are transmitted with the required priority on the network. If not, the conversation carried over IP appears as broken up (due to delays) or has unacceptable delays introduced in the conversation (latency and jitter). With IP hardphones there is need for Power over Ethernet (PoE), or local phone power supplies to be provided to the telephones as the IP telephones are no longer powered by IP Office – a list of Avaya approved PoE options is available at the end of this section. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 268 Issue 27.01.0 (Thursday, September 26, 2013)
  • Gateways, Gatekeepers and H.323 - Technology Overview IP Office uses the H.323 signaling protocol which has the following architectural components · Telephones are H.323 service endpoint devices that can support Audio calls. Other types of H.323 devices can support video as part of H.323 · Gateways provide media translation to allow calls to be made to non-H.323 devices, for instance an analog telephone or the public network to connect with a H.323 device · Gatekeepers control the call processing and security for H.323 devices · Multipoint Connection Units (MCU) for conferences by adding together media streams These elements are grouped together in what is known as an H.323 zone (a zone is analogous to a PABX). Each zone has a single Gatekeeper that can be considered as the brains of the system dealing with call distribution, call control and the management of resources. On power-up, IP telephones, Gateways and MCU make registration requests to a Gatekeeper which then authenticates (accepts or rejects) their request to become a member of the zone. Once accepted, a telephone wishing to make a call sends a call set-up message to the Gatekeeper which then determines how to route the call and will then send an alert to the called telephone, or if the call is to a non-H.323 telephone establish the call via a Gateway within the zone. The design of IP Telephony systems has been driven by open standards. Digital IP telephones, Gateways and Gatekeepers all support the H.323 standard and it is this that allows devices from different manufacturers to work together. IP Office has an optional integral Gateway (Voice Compression Modules) and Gatekeeper functionality required to provide a fully functional IP Telephony solution. SIP - Session Initiation Protocol IP Office supports SIP, which is a signaling protocol used for creating session oriented connections between two or more locations in an IP network. SIP trunking is a service offered by and ITSP (Internet Telephony Service Provider) that permits businesses with an IP Office installed to use Voice-over-IP (VoIP) outside the enterprise network by using the same connection as in Internet connection. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 269 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Telephony Features · Gatekeeper The IP Office gatekeeper allows the registration of up to 384 IP extensions on the IP500, less the number of analog and digital TDM telephones already configured on the system. · Gateway The Voice Compression Module provides the H.323 gateway function that allows IP extensions to make calls to other non-IP devices. The maximum number of simultaneous calls is limited by the number of channels available on the Voice Compression Module. IP Office must be fitted with an optional Voice Compression Module to enable IP telephony. · Silence Suppression Silence suppression is a technique used to make the best use of available bandwidth, such as the connection over which the caller is listening, not speaking. Silence suppression works by sending descriptions of the background noise, rather than the actual noise itself, during gaps in conversation, thereby reducing the number and frequency of voice packets sent on the network. Background noise is very important during a telephone call. Without noise the call will feel very unnatural and give a perception of poor quality. Ensure that silence suppression configuration matches at both ends of the SCN trunk for correct operation and also for improved sound quality. · Compression IP Office supports a wide range of voice compression standards including G.711, G.729a and G.722. The method of compression can be either automatically established on a call-by-call basis or configured on an individual extension basis. G.722 is supported on SIP Trunks, the 9600 Series sets, 96x1 Series Sets, B179 Conference Phones, IP Office Video Softphone, 1100/1200 IP Phones and 3rd party SIP phones. G.722 is not supported for 5600 and 1600 Series sets. · Fast Start When fast start is supported by an IP extension, this facility reduces the protocol overhead allowing an audio path to be established more quickly. · Out of Band DTMF When out of Band DTMF is configured on an IP extension, the extension will signal to the other end of the connection which digits need to be regenerated by a local DTMF generator on behalf of the sending IP extension. This is useful when navigating external voicemail systems and Auto-Attendants. · Direct Media Path Direct Media Path allows the speech path between two IP extensions (after call setup) to be routed directly to each other. This allows the IP Office system to free up voice compression resources after establishing the end to end connection, allowing the resources to be used in the most efficient way. · Auto-Create Extensions IP Office can automatically create an extension entry for new IP telephones added onto the local area network. In cases where the local area network is not secure this facility can be disabled, but simplifies installation of IP telephone systems · Fax Transport (Avaya Proprietary) Fax Transport allows fax calls to be routed over VoIP trunks between IP Office systems on an IP network using a proprietary IP Office transport protocol. · Fax Transport T.38 IP Office supports the standardized protocol "T.38" for transporting FAX calls between IP Office and SIP trunks or SIP endpoints. T.38 is only supported on IP500/IP500 V2 systems with IP500 VCM, IP500 VCM V2 and or IP500 Combo cards. T.38 is not supported on Server Edition systems. T.38 allows the reliable transmission of Fax messages over a IP channel independent of Codec used for the Voice communication. Platforms Supported: IP500, IP500 V2 only, must be fitted with VCM32 or VCM64 module. Trunk Types Supported: SIP Extensions Supported: SIP T.38 Transport Layers Supported: UDPTL (with optional redundancy error correction). T.38 Versions Supported: 0-3 Call Types Supported: Voice calls which transition to fax relay on detection of fax tones. Calls which are negotiated as fax only. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 270 Issue 27.01.0 (Thursday, September 26, 2013)
  • · T.38 Fax Fallback SIP Trunks and SIP Extensions can now configure the "Fax Transport Support" to "T38 Fallback" so that outgoing fax calls use T38 fax, but when the called destination doesn't support T.38 and rejects the call, a re-invite is sent for fax transport over G.711. Incoming audio calls that detect fax tones also initiate fax transport using T.38 Fallback. This allows IP Office to support additional deployments where T.38 fax may not be universally available. · Display Directory Name on In-Bound SIP Trunk Calls IP Office Manager will now include a configuration option that will allow the selection of either the CLID or directory name as the default display for inbound calls. In previous IP Office releases only CLID display was supported over SIP trunks for incoming calls. This enhances IP Office user experience by providing the flexibility to select between personalizing the display with the personal or system directory name, and seeing the default CLID. · Enhanced CLIR Enable SIP Trunk PAI and Privacy headers by default, and format "From, PAI and Privacy." This feature allows caller and calling party anonymity while still providing the necessary billing and traceability information (E911 services) to the network. This enhancement aligns the functionality with implementation guidelines outlined in the SIPconnect 1.1 Technical Recommendation. · Early Media and Support for PRACK SIP trunks can be configured to support early media by adding "100rel to Supported" header in the INVITE: This allows support for in-band announcements such as: branding from discount or bulk long distance providers; caller comfort in terms of progress indications when extraordinary wait times are inherent in the call scenario, for instance when trying to locate a cell phone; as well as, the ability to provide country specific ring back and other progress tones. This feature also facilitates the ability to set up conferences in the IP domain before call answer, for instance, in certain call recording scenarios or for automatic dialers’ conferencing in agents. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 271 Issue 27.01.0 (Thursday, September 26, 2013)
  • SIP Trunks SIP Trunk enhancements have been included that allow service providers to continue to broaden their SIP trunk offerings. SME customers are increasingly evaluating and adopting SIP trunks. IP Office responds to these market trends, with several new SIP trunk capabilities, designed to simplify and address a wider set of implementation scenarios. The IP Office architecture brings the benefits of Session Initiated Protocol (SIP) to the enterprise customer through SIP Service Providers. To help enable the SIP Service Provider, Avaya offers a SIP Compliance Testing Program (GSSCP) that will validate the operation of the IP Office solution with the Service Provider’s SIP trunk offering. For more information about Avaya’s SIP Compliance Testing Program (GSSCP), please refer to the following link: https://enterpriseportal.avaya.com/ptlWeb/bp/so/CS201172610238111040 SIP Trunk Capabilities SIP From in Clear when privacy is requested Many SIP Service Providers require that the From field contain account information for outbound calls. SIP Lines will now support the Send From in Clear field. IP Office will send the caller ID in the clear in the SIP From header for outbound anonymous calls. The default of Send From in Clear is disabled. This new capability is configurable on a per line basis. SIP User-Agent header included to identify IPO in SIP trunk calls IP Office identifier will now be included in the SIP header. This addition will enhance troubleshooting capabilities when additional identification is required. The identifier will be configurable as the system administrator is permitted to enter identifying (User-Agent) information into the SIP messages. User-Agent headers are generated for IP Office initiative messages such as INVITE, OPTIONS, CANCEL, etc. This feature will also support enhanced SIP Server header information in all 18x response messages such as Trying, Ringing, etc. IP Office can send UPDATE without SDP for session refresh over SIP trunks The addition of this new audit mechanism will validate that the connection is in place. If not, the IP Office will free the trunk, thereby improving network resource utilization. IP Office can now negotiate RFC 4028 for session refresh over SIP Trunks. It can either be the refresher or will expect UPDATE messages from remote party, depending on negotiation. The session will be terminated if IP Office doesn’t receive an UPDATE/200 OK message for session refresh. In earlier IP Office releases, RE-INVITE messages were used as the refresher. IP Office is now RFC 4028-compliant. By default, UPDATE Supported is not enabled and IP Office will send RE-INVITE messages for session refresh. If UPDATE Supported is Allow or Auto and the other party supports UPDATE (specified in the "Allow" header), IP Office will send UPDATE messages for session refresh. From header shall be used by IPO as calling identity whatever presence of P-AssertedIdentity (PAI) Although service providers typically use PAI for Caller ID delivery, additional flexibility is sometimes required. IP Office answers this requirement by providing an option to use the From header. The administrator will have the option of selecting which Caller ID information to use for displaying on the user equipment. By default, IP Office will display PAI caller ID present in the SIP/Tel URI consistent with the behaviour of previous releases. If the checkbox is set, the caller ID present in the From SIP URI will be used instead. Turn off OPTIONS if registration can do keep-alive Some service provider implementations utilize registration to maintain the status of lines instead of OPTIONS. OPTIONS requests are sent to regularly check if the SIP Line is in service. It is possible to send frequent REGISTER requests to keep the line in service rather than using OPTIONS. Fax G711 pass through mode including SG3 Super G3 fax machines utilize higher speeds than normal G3 or earlier fax machines. In order to broaden IP Office fax support, IP Office now supports Super G3 fax transmission. This includes Fax Transport support for sending and receiving of faxes over G.711. IP Office will detect fax tones in G.711 calls between Super G3 fax machines. IP Office should support nonce-caching for proactive inserting SIP credentials in outgoing SIP requests Traditionally, IP Office sends the Authorization/Proxy-Authorization only if the network specifically requests this for one IP Office request. Now, IP Office will cache the nonce received with the challenge or with the Authentication-Info header. IP Office will use the information for proactively inserting the SIP credentials in all the outgoing SIP messages. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 272 Issue 27.01.0 (Thursday, September 26, 2013)
  • The support of nonce-caching will speed authentication, reduce network signaling traffic, and improve the efficiency of message handling by IP Office. All outgoing SIP requests may be authenticated by SIP network with the exception of Cancel method IP Office will now support additional levels of authentication by broadening the scope of message types to which the IP Office will respond. All methods shall support presence of (proxy) authorization headers except Cancel (RFC compliance). At present, Invite, Re-Invite, Update, and BYE shall support the presence of such headers. Before the introduction of these changes, IP Office did not support challenges for Update message. Template support for new features included in SIP Trunk Each of the new Manager configuration settings have been added to SIP Line templates. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 273 Issue 27.01.0 (Thursday, September 26, 2013)
  • SIP Endpoint Support Session Initiation Protocol (SIP) is an open signaling protocol for establishing any kind of real-time communication session. The communication session can involve voice, video, or instant messaging, and can take place on one of many devices that people use for communicating: laptop computer, PDA, cell phone, IM client, IP phone, and so on. SIP has been developed in the Internet Engineering Task Force (IETF) by common participation from various vendors, including Avaya. Avaya IP Office supports SIP for telephony functions to enable the usage of standard based SIP endpoints for Voice and Fax communication. In pure SIP systems, IP Office expands the feature set beyond the SIP standard, offering a wealth of IP Office features also on SIP endpoints delivering a feature rich system that a pure-SIP server based on the SIP standard only can’t deliver. With that, IP Office delivers the best of both worlds, supporting standard based IP telephones while delivering a wealth of features consistently between SIP, digital and Avaya IP endpoints. IP Office SIP endpoint implementation is built on two major SIP components: SIP User agents, and SIP Server components. SIP Components SIP Endpoints (User Agents) User agents (UAs) are applications in SIP endpoints (such as a SIP phone, cell phone, PDA, or workstation) that interface between the user and the SIP network. SIP Servers IP Office has implemented the required functionality of the SIP servers mentioned below not only to provide SIP endpoint support but also to allow full interoperability between SIP endpoints, other IP telephones based on H.323, Digital and Analog telephones as well as IP Office trunks (Analog, digital or SIP based) SIP servers provide centralized information and enablement services in a SIP ecosystem. The core SIP servers and their functions are summarized here. IP Office provides the required the features of the following two servers for Voice and FAX communication. · Registrar Server When SIP IP telephones come online, they need to make sure that others are aware that they’re available to take and make calls. The Registrar authenticates and registers the IP phone (often directly related to a specific user) when it comes online, and then stores information on the telephones logical identities. · Proxy Server A proxy server takes SIP requests, processes them, and passes them downstream while sending responses upstream to other SIP servers or devices. A proxy server may act as both a server and a client, and can modify a SIP request before passing it along. A proxy is involved only in the setup and teardown of a communication session. After user agents establish a session, communications occur directly between the parties. Functionality of the following two SIP servers are generally available by IP Office using existing IP Office functionality. Therefore, while functionality is provided, e.g. allowing hot desking (also for users using a SIPendpoint) in a small community network, a consistent methodology between SIP and non SIP endpoints is used to deliver those features · Location Service As users roam, the network needs to be continually aware of their locations. The location service is a database that keeps track of users and their locations. The location service gets its input from the registrar server and provides key information to the proxy and redirect servers. IP Office provides hot desking support, delivering a similar functionality but working consistently between SIP and non SIP endpoints. · Redirect Server If users are not in their home domains, sessions bound for them needs to be redirected to them. The redirect server maps a SIP request destined for a user to the device "closest" to the user. In IP Office, call forwarding and Follow me functionality is used to provide again consistent functionality between all type of endpoints. Supported functionality for SIP endpoints in IP Office SIP endpoints are supported on IP Office for Voice (Audio) and Fax (T.38) communication. This allows the usage of standard compliant IP telephones using the open SIP standard, giving customers a choice of endpoints of different manufacturers including special purpose devices like conference telephones, hotel telephones or terminal adapters. In order to use a non-Avaya SIP endpoint with IP Office, a "Third party IP endpoint license" is needed. This license will continue to support endpoints based on the H.323 standard but will also be required for generic SIP endpoints on IP Office. Avaya IP Office SIP telephones use the IP End Point license. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 274 Issue 27.01.0 (Thursday, September 26, 2013)
  • SIP Endpoint support is fully integrated into IP Office core. No other components are needed. SIP endpoints will need VCM module capacity in IP Office like any other IP phone. Next to SIP telephones, SIP terminal adapters are supported to connect analog telephones and fax machines. This offers a flexibility to support Fax machines and Audio/T.38 SIP extensions function like any other IP Office extension: This means they · Can make and receive calls to any other extension, independent of type of extension · Delivers end to end Media just like any other IP telephone on IP Office. For calls between two SIP extensions of a SIP extension and an Avaya IP telephone, the audio is transmitted end to end for basic telephone calls. (Conferences etc. However require a VCM resource). See chapter "VCM modules" for details · Can use short codes and authorization codes like any other telephones · Transmit In band call progress tones are delivered from IP Office · A SIP telephones needs to register with IP Office like any other IP telephone, Authentication with Username and password is possible · SIP extensions support "auto create" in IP Office to make installation fast and efficient. Successful registration of an endpoint will consume one third party license · On one IP address, several extensions can register with IP Office, each consuming a license. This enables the connection of SIP terminal adapters with more than one analogue port, giving a different extension number to each of the ports. Advanced features: SIP endpoints support a number of extended features according to the "SIP service samples-draft", also referred to as "Sipping-19". This includes: · Calling line identification · Hold/Consultation Hold · Attended/Unattended Transfer · Message Waiting · Do not disturb · Conference Add Some telephones support several call appearances making it easy to switch between calls. Please not that this does not include "bridged appearances" or "(outside)-line appearances." A large number of additional features are supported on IP Office using Feature activation keys. These features include but not limited to: · Call forward: Unconditional/Busy/no Answer · Follow me · Park/Unpark · Music on Hold · Meet me conferencing · Conference join · Ring back when free SIP endpoints also support Computer Telephony Integration “CTI” and therefore applications like Avaya oneX™ Portal for IP Office: the following features are supported with Avaya one-X™ Portal for IP Office and via the TAPI interface: · Outgoing call (without remote activation of speakerphone/headset) · Hang up · Hold · Attended/Unattended transfer · Conference (IP Office based) · Voicemail collect Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 275 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Set forwarding/DND (IP Office based) · Park/Ride (IP Office based) The features work similar like "CTI" features in combination with an analog telephone, e.g. an outgoing call will first ring the SIP phone and after connect the outgoing call will be placed. SoftConsole is currently not supported in combination with SIP-endpoints. Session Initiation Protocol · Rec. E.164 [2] - ITU-T Recommendation E.164: The international public telecommunication numbering plan · RFC 2833 [7] - RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals · RFC 3261 [8] - SIP: Session Initiation Protocol · RFC 3263 [10] - Session Initiation Protocol (SIP): Locating SIP Servers · RFC 3264 [11] - An Offer/Answer Model with Session Description Protocol (SDP) · RFC 3323 [14] - A Privacy Mechanism for the Session Initiation Protocol (SIP) · RFC 3489 [18] - STUN - Simple Traversal of User Datagram Protocol (UDP) Through Network Address Translators (NATs) · RFC 3824 [24] - Using E.164 numbers with the Session Initiation Protocol (SIP) · RFC 1889 – RTP · RFC 1890 - RTP Audio · RFC 4566 – SDP · RFC 3265 - Event Notification · RFC 3515 - SIP Refer · RFC 3842 - Message Waiting · RFC 3310 – Authentification · RFC 2976 – INFO · RFC 3323 - Privacy for SIP (PAI) and draft-ietf-sip-privacy-04 (RPID) For codecs supported, refer to chapter to VoIP Standards Supported. While great care has been taken to be compliant with SIP standards, no guarantee can be given that all devices claiming support of SIP will work flawlessly. The SIP standard is constantly evolving with new features and methods introduced. Also, while being standard compliant, not all devices implement all options of the standard, making it hard to almost impossible to predict if a device will work- Avaya will only confirm functionality of devices that we have tested and will publish a list of devices that have been tested including – if required – implementation details and software version used on that device. At the time of writing, the following devices have been tested successfully for Audio and/or Fax transmission. SIP Telephones: · Polycom Soundpoint IP 320, IP 601 · Avaya 1100 Series/1200 Series · Avaya B179 conference phone SIP clients on mobile cell telephones: · Nokia S60 v3 SIP client (e.g. Nokia E61i mobile cell phone) MAC and Windows versions SIP Analog Terminal Adapters · Quick Edition A10 ATA · Patton single line M-ATA · Innovaphone IP22, IP24, IP28 SIP PC-based softphones: · CounterPath eyebeam/xlite Softphone · IP Office Video Softphone (Using advanced SIP features): Does not require a “SIP-station” license but works as part of the user package. Video enabled devices · Avaya 1010 Video · Avaya 1040 Video with 4-party MCU · Polycom VVX 1500 Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 276 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Grandstream GXV3140 A list will be provided in the IP Office knowledge base and on http://support.avaya.com Supported functionality for SIP communication in IP Office IP Office supports both Video and Audio communication for SIP devices. It is therefore possible to connect a Video-endpoint to IP Office for rich multimedia communication: Video is supported · In an IP Office system locally · In a IP Office small Community network · To a Video-ready SIP trunk, e.g. to Avaya Aura A few typical Call scenarios: · End to end Video call in an IP Office system: E.g. a call from a Video Softphone to an Avaya 1010 system in a senior manager’s office. · Video in a Small Community Network: Calls e.g. between two Avaya 1010 telephones in the headquarter and a remote Office on the SCN · Video Conference leveraging the Avaya 1040 Video Conferencing system. One user can use the 1040 while three other users are e.g. in remote locations on a SCN, home office etc. · Multi-party video call using the softclient-based video-conferencing capability. In this case, all video conference participants use the IP Office Video Softclient. Video details: · All video communication is end to end, meaning that IP Office does not natively manage or perform video conferencing. · The softphone handles all video conferencing initiated by users logged into the softphone. · Video endpoints can make calls to all telephones and trunk lines on IP Office (analog, digital IP) but will work as audio devices only when calling these telephones. They can also receive audio calls from these telephones/lines. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 277 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Video needs a high bandwidth in the network, depending on codec/Video quality it can be up to 1 Mbit/sec. Through planning of the capacity it has to be assured that there is sufficient bandwidth available for both audio and video. A network assessment is mandatory and has to take the bandwidth requirements into account. Please refer to the details of the product(s) to be used for exact Video requirements. · All Video connections are “end to end”. IP Office does not negotiate e.g. Video Codes; this will be done by the Video endpoints (via IP Office) only. The Video-capability is therefore depending on the used devices. It was confirmed that IP Office works with both H.263 as well as H.264 Codecs · Video calls have limited functionality. While with most devices hold and transfer works, this is of course depended on the tested device. IP Office feature access codes are available for Video telephones and e.g. call forwarding will function with video devices. Forward to voice mail will work but will only record audio streams, no video calls. · IP Office supports a single video call per session only. No dual Video channels for e.g. Video and sharing of applications are possible. · A single endpoint can accept several video calls in parallel. That makes it possible to leverage “MCU” (Multi conference Unit) functionality in an endpoint like inside the Avaya 1040 system. It makes Video conferences between a device with MCU and several other endpoints possible. · Typical bandwidth requirements for HD video: Video bandwidth needed per call (transmit and receive, Audio bandwidth not included) for e.g. the Avaya 1010/1040 Video Conferencing systems. o o Product Description IP Office 9.0 1010: 1 Mbps for 720p/30fps 1040: · 768 Kbps for 720p 30fps · 1.1 Mbps for 720p 60fps · 1.7 Mbps for 1080p 30fps © 2013 AVAYA All rights reserved. Page 278 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Office Interoperability A number of interoperability scenarios with other Avaya products have been tested and are supported. The scenarios include: · IP Office 9.0 and Avaya Aura Communication Manager 6.3 · IP Office 9.0 and Avaya Aura Session Manager 6.3.4 · IP Office 9.0 and BCM 6.0 · IP Office 9.0, BCM 6.0 and CS1000 7.6 with Session Manager IP Office and Communication Manager Interoperability The H323 protocol is used for trunks between the IP Office nodes and the CM. The IP Offices are a network of SCNs and can use advanced SCN feature set between each other. · Protocol Support: o IP Office to CM: H.323 o IP Office to IP Office: H323 - SCN Networking · Platform Requirements: o IP Office: · Release: IP Office 9.0 · Edition: Essential, Preferred, Advanced, and Server Edition o Communication Manager: · Release: CM 6.3 · Centralized Voicemail: Centralized Voicemail for all IP Office systems in the SCN network · Phones: All phones supported on the individual call servers and releases including Avaya IP Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP Phones (SIP), DECT R4 and Analog phones. The advanced feature set of SCN Networking is available between the IP Office nodes. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 279 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Office and Session Manager Interoperability The SIP protocol is used for trunks between the IP Office nodes and the SM. The IP Offices are a network of SCNs and can use advanced SCN feature set between each other. · Protocol Support: o IP Office to SM: SIP o IP Office to IP Office: H323 - SCN Networking · Platform Requirements: o IP Office: · Release: IP Office 9.0 · Edition: Essential, Preferred, Advanced, and Server Edition o Session Manager: · Release: SM 6.3.4 · Centralized Voicemail: Centralized Voicemail for all IP Office systems in the SCN network · Phones: All phones supported on the individual call servers and releases including Avaya IP Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP Phones (SIP), DECT R4 and Analog phones. The advanced feature set of SCN Networking is available between the IP Office nodes. IP Office and BCM Interoperability The SIP interoperability support between IP Office and BCM50/450 allows customers to migrate a network of BCM, step by step, to an IP Office SCN or Server Edition network. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 280 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Protocol Support: o IP Office to BCM: SIP o BCM to BCM: SIP or SIP/MCDN o IP Office to IP Office : H323 – SCN or SIP o It is not possible to network IP Office and BCM via the MCDN or SCN protocol directly · Platform Requirements: o IP Office: · Release: IP Office 9.0 · Edition: Essential, Preferred, Advanced, and Server Edition o BCM: · Release: BCM50 and BCM450 6.0 · Centralized Voicemail: o The IP Office system may use a centralized Voicemail PRO system in the SCN network o The BCM systems may use a centralized voicemail within the BCM MCDN network. o Centralized Voicemail across IP Office and BCM systems is not supported. · Phones: All phones supported on the individual call servers and releases including Avaya IP Phone(H323), Avaya Digital phones, BCM 7000 Series Digital phones, BCM1100/1200 Series IP Phones (SIP), DECT R4 and Analog phones. The advanced feature set of IP Office SCN Networking is available between the IP Office and BCM. MCDN Networking features are also available between the IP Office and BCM. The standard SIP features described below are supported. IP Office, BCM, and CS1000 Interoperability This configuration allows migrating a network of BCM and CS1000 to the IP Office step by step by adding IP Office systems to it. · Protocol Support: o IP Office to BCM: SIP o IP Office to CS1000: SIP o IP Office to IP Office: SIP or H323 - SCN Networking o BCM to BCM: SIP or SIP/MCDN Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 281 Issue 27.01.0 (Thursday, September 26, 2013)
  • o BCM to CS1000: SIP or SIP/MCDN o Only UDP will be supported and not TCP Note:IP Office to CS1000 using H.323 or PRI trunks is not supported, and IP Office to CS1000 using NRS is no longer supported. · Platform Requirements: o IP Office: · Release: IP Office 9.0 · Edition: Essential, Preferred, Advanced and Server Edition o BCM: · Release: BCM50 and BCM450 6.0 o CS1000: · Release: CS1000 7.6 with Session Manager · Centralized Voicemail: Centralized Voicemail for all IP Office systems in the SCN network. BCM systems may use centralized voicemail of the CS1000. IP Office systems cannot use centralized voicemail of CS1000. · Phones: All phones supported on the individual call servers and releases including Avaya IP Phone (H.323), Avaya Digital phones, BCM 7000 Series digital phones, BCM1100/1200 Series IP phones (SIP), DECT R4 phones, and Analog phones. SIP Standard Call Feature Support The following call features are supported for the standard SIP Networking connections described above: · Standard Call Features: o Basic Call Completion o Handling of busy called party o DTMF and ring-back tone o Hold and Retrieve o Call Waiting presentation o Called Number display o Calling number and name display o Abandoned call · Call Redirection: o Call Forward (Forward ALL, Forward Busy, Forward No Answer) o Call Transfer (Attended and Unattended) o Call Redirection (To PSTN, Abandoned, Busy) · Conferencing: o AdHoc and MeetMe conferencing · PSTN Toll Bypass: o Toll Bypass allows each system to leverage the trunk connections of the other system in the network to avoid international and long distance charges. Video Collaboration Solution The Radvision Scopia solution based on the XT5000/4200 platform and the Elite 6000 platform using Radvision Scopia 7.7 firmware is currently supported in IP Office release 8.1. For Scopia 8.0, the video solution has been broken into small and medium deployment scenarios. The small solution using Scopia 8.0 firmware will be ready for 8.1 FP1. The medium solution has been tested and works with release 8.1 FP1 with some exceptions for Flare to support Pin codes when connected to IPO. IPO 9.0 will provide the needed support for this to remove this exception. The new XT5000 Video Server for IP Office is now available and works with IP Office release 8.12 FP1 – SP5 and 9.0. This variant of the XT5000 platform is integrated to IP Office and must register to the IP Office as an Avaya SIP endpoint for the Video Server component to function (MCU). Release 9.0 includes the fixes from 8.1 SP5 and some additional features to support flare functionality when used with the Radvision Elite MCUs. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 282 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Office supports: · Video Collaboration Solution for IP Office · XT5000 Video Server for IP Office with 3.2 Firmware (must register with IPO for MCU to function) · XT5000 Endpoint w/embedded video server for IP Office with 3.2 Firmware (must register with IPO for MCU to function) · Scopia XT5000 Endpoint with embedded MCU with 3.2 firmware · Scopia XT4200 Endpoint with 3.2 firmware · Scopia XT240 Endpoint with 3.2 firmware (requires a 3rd party SIP license) · Scopia Elite XT6000 with 7.7 firmware Remote Phone Support Remote Working - NAT Traversal The new Remote Worker feature allows the connection of remote 9600 Series IP Telephones with the H.323 FW which resides behind a NAT Router to IP Office. The configuration does not require any VPN concentrator equipment with the IP Office system. With the Remote Worker feature enabled, remote 9600 H.323 IP Phones can connect to the IP Office system even if the IP Office is located behind a NAT router. The sets are authenticated on the IP Office in the same way as sets in the private network. The IP Office will determine that a set is located outside the private network based and relay the VOIP RTP traffic to ensure it transverses the NAT router. It is important to note that the H.323 signaling and the media traffic is not encrypted, but the proprietary binary format adds a basic level of encryption. To reach the IP Office from the remote private network remote H.323 IP Phone needs to be configured to the public IP address of the NAT router hosting the IP Office. Configurable ports need to be forwarded to the IP Office. The IP Office requires a valid public IP address be configured for the feature to function. The public IP address can be statically configured or dynamically discovered via a STUN server. The Remote Working feature needs to be enabled in the IP Office Manager. The Remote Worker feature requires the Essential Edition license which provides four (4) remote worker seats with the IP Office system. Additional remote worker capability is available with the Teleworker User package and a Preferred Edition license. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 283 Issue 27.01.0 (Thursday, September 26, 2013)
  • VPN Phone Functionality VPN Phone is a full-featured IP Telephony solution that provides secure communication over public ISP networks to an IP Office system at the company headquarters. It is a software-only product that runs on the standard 5610/5620/5621 or 4610/21 IP telephones. In combination with one of these telephones and the most popular VPN gateway products, the software extends enterprise telephony to remote locations. VPN functionality is supported on the new 9600 IP telephones, not requiring a separate software load. VPN telephones offer the full IP Office telephony features that are available on IP Office IP telephones at the user's desktop in a remote location like a home-office: There is no restriction on VPN phone usage. VPN Phone is ideal for IP Office customers supporting "work-at-home" users: · Virtual Office workers · Remote workers · Remote call center · Business continuity support · Very small locations that require a single phone only · Temporary installations such as conferences, off-site meetings, and trade shows VPN Phone has been tested with a number of VPN-gateways from major vendors like Cisco or Juniper as well as with smaller VPN-access devices from companies like Adtran, Kentrox, Netgear, and SonicWall. Refer to the support pages (support.avaya.com) for a list of available application notes on VPN-gateways tested with each line of telephones. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 284 Issue 27.01.0 (Thursday, September 26, 2013)
  • Avaya Session Border Controller for Enterprise The Avaya Session Border Controller for Enterprise is a flexible, fit-for-purpose solution that includes a set of standard security features. This Session Border Control (SBC) provides all of the functionality required for Small-Medium enterprises to terminate SIP trunks without the complexity and higher price associated with typical SBCs. The Avaya SBCE scales up to 150 simultaneous sessions per Portwell server (2,000 with other server options). Enterprise-Class functionality at SME Pricing · Blocks toll fraud · Blocks DoS, DDos and Call Walking attacks · GUI driven · Scalable to largest IP Office environments · A fraction of the overall solution cost Easily upgradable to the Avaya Session Border Controller for Advanced (for future releases) · VPN-less SIP remote worker protection · Enhanced Toll Fraud and DoS protection The Avaya Session Border Controller for Enterprise will be included in the GSSCP reference architecture for IP Office, as a recommended option to complement the base reference architecture, where appropriate to the specific customer requirements. For more information about Avaya’s Session Border Controller for Enterprise, please navigate to the following URLs: · https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0996 (Avaya SBCAE) · https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0997 (Avaya SBCE) VoIP FAQ Network Requirements Quality of Service (QoS) is a measure of the performance of a network that reflects the availability of network service and the quality of network transmissions. The term itself refers to a number of networking technologies and techniques and does not necessarily restrict itself to any single protocol or standard. There are a number of measures that can be taken on the LAN and WAN to make them 'good enough' to carry voice traffic. Some of these are the implementation of standards based QoS protocols while are simply a matter of network architecture and good network management practices. The term 'good enough' is intentional. Every customer will have different expectations and different budgets to work to. Some will be willing to upgrade their networks to use the best possible equipment and practices. To others the additional expense may be viewed as unnecessary. Examples of standards based Quality of Service protocols include DiffServ and 802.1p/q. What are Voice Compression Modules (VCM's) for? VCM's are required to support the following scenarios: · Internal phone calls between an IP device and a non-IP device. · Analog/digital telephones to IP trunks (SIP/H.323) including managed Frame Relay and managed IP VPN (provides echo cancellation). · IP telephones to ISDN or PSTN trunks (convert IP to TDM and vice-versa). IP device to IP device Call progress tones (for example dial tone, secondary dial tone, etc) do not require voice compression channels with the following exceptions: · Short code confirmation, ARS camp on and account code entry tones require a voice compression channel. · Devices using G.711, G.722, or G.723 require a voice compression channel for all tones except call waiting. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 285 Issue 27.01.0 (Thursday, September 26, 2013)
  • When a call is connected: · If the IP devices use the same audio codec no voice compression channel is used. · If the devices use differing audio codecs, a voice compression channel is required for each. "Direct Media" is a VoIP concept that circumvents resources (TDM bus, Gateway) within the system and improves the voice quality. If two IP devices are connected on the same system, a direct LAN connection between them will be established once the call has been set up (as long as they use the same Codecs). Direct media is supported between Avaya IP telephones and SIP telephones. It is possible for an IP device to be physically located at one site while being registered at a different site. In this case, even for VoIP across the WAN the VCM would not be used, as long as the two IP devices involved in a phone call are registered on the same system. Bandwidth Required For Each Voice Call? The bandwidth used varies depending on the compression method chosen. IP Office supports standards listed below. These will occupy approximately 10K and 13K of bandwidth respectively. Use the following chart to choose the most appropriate compression algorithm for your available bandwidth. RTP Voice Audio Codec Data Payload G.723.1 (6.3K) G.729a G.711 (64K) G.722 (64K) 24 Bytes 20 Bytes 160 Bytes 160 Bytes Packets per Second LAN (bps) % Overhead LAN WAN (bps) % Overhead WAN Algorithmi c Delay (milliseconds) 33.33 50 50 50 20,800 29,600 85,600 85,600 225% 270% 34% 34% 9,867 13,200 69,200 69,200 54% 65% 8% 8% 80 40 20 20 Typical Bandwidth Required For Video Calls This is for Video transmit only. To the Video part, the audio channel needs to be added. · Video bandwidth needed per call (transmit and receive, Audio bandwidth not included) as sample for the Avaya 1010-1040 for HD-Video: · 1010/1020: 1 Mbps for 720p/30fps Typical Bandwidth for standard Video quality, for example with IP Office Video Softphone. Resolution Pixels Typical Net Video Bandwidth Requirement H.263 H.264 Low 176 x 144 (QCIF) 64 kbps 45 kbps Standard 320 x 200 (QVGA) 162 kbps 114 kbps High 640 x 480 (VGA) 776 kbps 545 kps Acceptable Delay? End-to-end delay should be 150 milliseconds or below. How Many Simultaneous Calls Can I Get Down My Link? The following chart illustrates the theoretical maximum number of simultaneous voice calls that can be delivered over a WAN for a given link speed. This does not take into account any bandwidth that may be required for data traffic between sites or the physical limit of VoIP calls for the specific version of IP Office in use. The number of simultaneous voice calls can be in excess of the capabilities of the individual platform, where the calls transit the switch as data traffic. In this situation compression resources are not used but obviously must be catered for in the overall bandwidth provision. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 286 Issue 27.01.0 (Thursday, September 26, 2013)
  • Compression G.723.1 (6.3K) G.729a (8K) G.711 (64K) 0.08 0.04 0.02 6 12 25 51 103 207 4 9 19 38 77 155 0 1 3 7 14 29 Algorithmic Delay (seconds) Number of Calls - 64Kbps Link 128Kbps Link 256Kbps Link 512Kbps Link 1Mbps Link 2Mbps Link What is the Maximum Number of Simultaneous VoIP Calls Each IP Office can be fitted with optional Voice Compression Modules (VCM) to support VoIP connections. The IP500 V2 is capable of supporting two VCM 32/64 modules allowing up to 128 simultaneous calls. With combination cards, another 10 VCMs are provided per card. Up to two combination cards are supported with IP Office. Network Assessment With IP Office, optimum network configurations can support VoIP with a perceived voice quality equivalent to that of the Public Switched Telephone Network (PSTN). However, not every network is able to take advantage of VoIP transmissions. It is important to distinguish between basic compliance with the minimal VoIP standards and validated support for QoS which is needed to run VoIP applications over a data network. With the exception of standalone configurations where IP telephones connect directly connected to the ports on IP Office, Avaya now requires that all customers formally audit their networks for IP telephony readiness before attempting to install any VoIP application. A network assessment should normally include: · Physical inventory of all equipment inclusive of the current version of code, and configurations as needed. · An accurate and complete network topology for all networked sites, inclusive of IP addressing and physical/logical connections. · An evaluation of the network's topology to check that the design is both sound and reasonable. · Measurement of packet loss, jitter and delay over the course of multiple days and measured on a per minute basis. A graphical representation of the data is the preferred output method. · Examination of QoS/Class of Service (CoS) parameters in place in the network. · Summary of findings and possible actions to correct problems. The assessment should leave you confident that the implemented network will have the capacity for the foreseen data and voice traffic, and can support H.323, DHCP, TFTP, and jitter buffers in H.323 applications. With this in mind, if you require support during or after an IP Office VoIP installation, a copy of your network assessment documentation will be requested by your support channel. For more details about available tools, resources and services to enable you to audit your network for VoIP readiness, please contact your local Avaya representative. IP Packet Flow Control While a high-performance switch forwards data packets at full wire speed to and from its ports simultaneously, there may be times when a switch port may not be able to accept packets at the rate it is receiving them. For example, the switch port may be receiving packets from multiple ports at the same time, or the switch port may be receiving packets from a port operating at a faster speed. For instance, the sending port might be operating at 100 Mbps, while the receiving port operates at 10 Mbps; or the sending port might operate at 1000 Mbps, while the receiving port operates at 100 or 10 Mbps. If data packets arrive for a port that is saturated with other packets, the packets may overflow the port’s buffer, resulting in dropped packets and lost data. Flow control is a congestion-control mechanism that prevents data loss at congested ports. Flow control prevents packet loss by controlling the flow of data from the transmitting device to ensure that the receiving device can handle all of the incoming data. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 287 Issue 27.01.0 (Thursday, September 26, 2013)
  • IEEE 802.3 flow control is used on Avaya IP telephones operating in full-duplex mode. If the receiving device becomes congested, it sends a pause frame to the transmitting device. The pause frame instructs the transmitting device to stop sending packets for a specific period of time. The transmitting device waits the requested time before sending more data. VoIP Standards Supported IP Office supports the following protocols and standards: · H.323 V2 (1998), Packet-based multimedia communications systems. · Q.931, ISDN user-network interface layer 3 specification for basic call control. · H.225.0 (1998), Call signaling protocols and media stream packetization for packet-based multimedia communication systems. · H.245 (1998), Control protocol for multimedia communication. · Session Initiation Protocol. · Audio CODECs: o G.711 A-Law/Mu-Law (64K). o G.723.1 MP-MLQ (6.3K). o G.722. · Silence Suppression. · Fax Relay (IP Office to IP Office Fax Transport over IP). · T.38 Fax support (SIP trunks and SIP endpoints). · Local End Echo Cancellation 25ms. · Out of band DTMF. · Jitter buffer, 5 frames of jitter buffer. · Internet Standards/Specification (in addition to TCP/UDP/IP). o RFC 1889 – RTP/RTCP, Real Time and Real Time Control Protocol. o RFC 2507, 2508, 2509 – Header Compression. o RFC 2474 – DiffServ, Type of Service field configurable. o RFC 1990 - PPP Fragmentation. o RFC 1490 - Encapsulation for Frame Relay. o RFC 2686 - Multiclass Extensions to Multilink PPP. o RFC 3261 - Session Initiation Protocol (SIP). o RFC 3489 - STUN. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 288 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 11. Public and Private Voice Networks Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 289 Issue 27.01.0 (Thursday, September 26, 2013)
  • 11. Public and Private Voice Networks With Avaya IP Office you can be networked via T1, PRI and BRI ISDN, including VoIP on the company WAN. Networking maximizes the potential of your business office locations and remote workers - building the best possible foundation for your future growth. IP Office provides each location with a scalable (up to 384 extensions) telephony solution that supports voice networking, and offers: · Uniform dialing plan, making it easy to call co-workers anywhere on the network and improve customer service · Consistent user experience by sharing the same telephones and messaging interface as in headquarters · A user-defined central directory that is automatically synchronized · Automatic Route Selection to optimize routing and bandwidth management · Centralized voicemail and/or the ability to network voicemail systems together The benefits of networking: · Leverage any existing investment in Avaya systems at other sites. · Centralize services (e.g. operator, voicemail) as well as management and administration to reduce costs. · Speed deployment of remote offices, respond quickly to market demands. · Improve inter-site communication to simplify information exchange. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 290 Issue 27.01.0 (Thursday, September 26, 2013)
  • Private Circuit Switched Voice Networking Private voice networks are built using structured leased line circuits (E1 or T1) or by establishing permanently connected 'B' channels over ISDN circuits between IP Office systems. Each channel within the E1 or T1 interface can provide a single voice or 64K/56K data call. Where leased line circuits are used within a private networking scenario, these E1 or T1 interfaces are typically configured to use QSIG signaling between sites. QSIG provides a level of voice feature transparency between PBXs and is the favored signaling standard within multiple vendor and international voice networks. The IP Office E1 or T1 module terminates a QSIG connection with a 120 ohm RJ45 interface. IP Office supports the following QSIG services across this network: · Simple Telephony Call/Basic Call: ETS300 171/172. · Circuit Switched Data Call/Basic Call: ETS300 171/172. · Called/Calling Line ID Presentation: ETS300 173. · Called/Calling Name Presentation: (SS-CNIP, SS-CONP, SS-CNIR) ETS300 237/238. · Message Waiting: (SS-MWI) EN301 260/255. · Transfer: (SS-CT) ETS 300 260/261. Circuit Switched Voice Networking Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 291 Issue 27.01.0 (Thursday, September 26, 2013)
  • Public Voice Networking The IP Office platform supports a range of trunks and signaling modes for connection to the public switched telephone network (Central Office). Some of these lines are only available in certain territories; please check with your distributor for local availability. Primary rate trunks are available with either a single (24/30 channels) or dual trunk (48/60 channels). ISDN Primary Rate (ETSI CTR4) Provided by the IP400 PRI E1 and IP500 Universal PRI cards. ISDN Primary Rate provides 30 x 64K PCM speech channels over an E1 circuit and one signaling channel. Signaling Conforms to the ETSI Q.931 standard with Cyclic Redundancy error Checking (CRC). The following supplementary services are supported: · Calling Line Identification Presentation (CLIP) provides the telephone number of the incoming call to the IP Office. · Calling Line Identification Restriction (CLIR) prevents the telephone number of the IP Office being presented on an outbound call. · Connected Line Identification Restriction (COLR) Inhibits the COLP service. · Direct Dialing In (DDI) where the exchange provides the last x digits of the dialed number on an incoming call. This allows IP Office to route the call to different users or services. · Sub-addressing Allows the transmission/reception of up to 20 digits, additional to any DDI/DID or CLIP information, for call routing and identification purposes. ISDN Basic Rate (ETSI CTR3) Provided by the IP400 Quad BRI and IP500 BRI cards. ISDN Basic rate provides 2 x 64K PCM speech channels and one signaling channel using Q.931 signaling and CRC error checking. Both point to point and point to multipoint operation is supported. Multipoint lines allow multiple devices to share the same line; however point-to-point is the preferred mode. Basic rate supports all the services that are supported on the primary rate version with the addition of · Multiple Subscriber Number. This service is usually mutually exclusive with the DDI/DID service and provides up to 10 numbers for routing purposes, very similar to DDI/DID. Additional ISDN features The following ISDN features are supported by IP Office 4.0 and later on both PRI and BRI trunks. Note that availability of these features is dependent on availability and support from the ISDN service provider, for which there may be charges. · Malicious Call Identification – MCID (2400, 4600, 5400, 5600, T3, T3 IP, 9500, 9600) Short codes and button programming features are available so that users can trigger this activity at the ISDN exchange when required. This feature is NOT available on standard ISDN DSS1 telephones. · Advice of Charge – AOC (T3 digital and IP telephones only) Advice of charge during a call (AOC-D) and at the end of a call (AOC-E) is supported for outgoing ISDN calls other than QSIG. The call cost is displayable on T3 telephones for call accounting purposes. The IP Office allows configuration of call cost currency and a call cost mark-up for each user. · Call Completion to Busy Subscriber – CCBS (2400, 4600, 5400, 5600, T3, T3 IP, 9500, 9600, DECT telephones) CCBS can be used where provided by the ISDN service provider. It allows a callback to be set on external ISDN calls that return busy. It can also be used by incoming ISDN calls to a busy user. This feature is NOT available on standard ISDN DSS1 telephones. · Partial Rerouting – PR (2400, 4600, 5400, 5600, T3, T3 IP, 9500, 9600, DECT telephones) When forwarding a call on an ISDN channel to an external number using another ISDN channel, partial rerouting informs the ISDN exchange to perform the forward, thus freeing the channels to the IP Office. This feature is NOT available on standard ISDN DSS1 telephones and it is NOT supported on QSIG. · Explicit Call Transfer – ECT (The normal usage of this feature is by a third party application) ECT is supported on the S0 interface. A Call to an S0 Endpoint can be transferred to any other device such as an analog, digital or IP endpoint or to any trunk. The normal usage of this feature is by a third party application connected via one or more S0 interfaces to IP Office. One example is the VoiceDirector, an automatic call assistant. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 292 Issue 27.01.0 (Thursday, September 26, 2013)
  • North American T1 Provided by the IP400 PRI T1 and IP500 Universal PRI cards. T1 Primary Rate provides up to 24 64K channels over a 1.54M circuit. Each channel of the T1 trunk can be independently configured (channelized) to support the following signaling emulations with handshake types of immediate, delay or wink. · Loop-Start · Ground-Start · E&M Tie Line · E&M DID · E&M Switched 56K · DID - Channels configured for DID/DDI support incoming calls only. The carrier or Central Office will provide the last x digits that were dialed to be used for call routing. · Wink-Start IP Office T1 trunks support both DNIS and ANI services, where available from the central office. · Dialed Number Identification String (DNIS) Provides a string of digits to the IP Office depending on the number dialed by the incoming caller. This string can then be used to route callers to individual extensions, groups or services. · Automatic Number Identification (ANI) Provides IP Office with a number identifying who the caller is. This may then be used for routing or computer telephony applications. T1 trunk cards incorporate an integral CSU/DSU, eliminating the need for an external unit. The CSU function allows the trunk to be put in loop-back mode for testing purposes. This can be set manually, using the monitor application, or automatically from a Central Office sending a Line Loop Back (LLB) pattern. The DSU function allows the T1 trunk to be shared between data and voice services. North American Primary Rate Interface Provided by the IP400 PRI T1 and IP500 Universal PRI cards. IP Office supports Primary Rate ISDN trunks on 5ESS or DMS100 central office switches provided by AT&T, Sprint, WorldCom and other Local Telcos. Channels can be pre-configured for the supported services or negotiated on a call-by-call basis. Special Services can be configured to route calls to local operators or pre-subscribed carriers for both national and international calls (SSS). Alternate carriers can also be selected through the configuration of IP Offices Transit Network Selection (TNS) tables. IP Office also supports the Calling Name and Number service over Primary Rate Trunks (NI2). Analog Trunks · Loop Start Loop start trunks are available on the IP Office Analog Trunk cards installed within the IP Office control unit, or on the Analog Trunk 16-port expansion modules (ATM16). The first two trunks on the ATM16 are automatically switched to power fail sockets in the event of power being interrupted. They conform to the TIA/EIA-646-B standard. The loop start trunks also support incoming caller line identification (ICLID) conforming to GR-188-CORE and GR-31-CORE standards. IP Office can use this information to route calls or provide it to computer applications to display additional information about the caller. · Ground Start Ground Start trunks are only available on the ATM16, configured through IP Office Manager. The first two trunks on the module are automatically switched to power fail socket in the event of power being interrupted. They conform to ANSI T1.401 and TIA/EIA-646-B standards. Not available in all territories. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 293 Issue 27.01.0 (Thursday, September 26, 2013)
  • E1R2 Channel Associated Signaling Provided by the IP400 PRI E1R2 and IP500 Universal PRI cards. The IP400 PRI E1R2 cards are available in two versions supporting either RJ45 or coax network connections. Each card provides channels that can be configured for MFC, Pulse or DTMF dialing dependent on the requirements of the network. Session Initiation Protocol (SIP) IP Office supports SIP trunking. SIP trunks allow IP Office users to take advantage of new telephony services being offered by ‘Internet Telephony Service Providers (ITSPs)’. In many cases, these telephony services can offer substantial savings in comparison to traditional exchange lines. The IP Office solution allows all users, regardless of their phone type, to make and receive SIP calls. SIP trunks are handled like any other line on IP Office, affording all the call routing and toll control needed to manage inbound and outbound calls. SIP trunks on IP Office require the provisioning of voice compression channels through the installation of VCM modules within the control unit. A license for the maximum required number of simultaneous SIP calls is also needed. Up to 128 simultaneous calls are supported. IP Office also supports the T38 protocol which allows Fax over IP. There are several possible network topologies for SIP trunk systems, as shown in the following diagrams. Option 1: Service provider with a Session Border Controller (SBC) - this is the preferred and recommended reference architecture for IP Office. Option 2: Direct connection from the IP Office’s second Ethernet port to the internet via a DMZ (demilitarized zone) port on the router. To make this configuration secure, the IP Office firewall is set to drop all packets except SIP. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 294 Issue 27.01.0 (Thursday, September 26, 2013)
  • Option 3: Connection to the ITSP over NAT using 3rd party STUN (Simple Traversal of UDP through NAT) servers in the network to discover the NAT mechanism being used. Option 4: Connection to the ITSP through a router equipped with an Application Level Gateway (ALG) which transparently resolves all NAT issues. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 295 Issue 27.01.0 (Thursday, September 26, 2013)
  • For details on SIP ITSPs which have been tested by Avaya, please visit the IP Office Knowledge Base at http:// www.avaya.com/ipoffice/knowledgebase. The Avaya DevConnect Program conducts testing with ITSP's to establish compatibility with IP Office. To access Application Notes for tested solutions please follow the steps outlined below: 1. Go to http://www.avaya.com/devconnect 2. Click on the "Tested Solutions Link" on the left-hand side of the screen. 3. Click the "Solution" tab. 4. Select "IP Office" under "Solution Platform". Select "Service provider - Platinum" and "Service provider - Gold" under the "Member Level" 5. Click the "Search" link at the bottom of the page. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 296 Issue 27.01.0 (Thursday, September 26, 2013)
  • Packet Based Voice Networking This section describes the options available for businesses that are able to utilize data networks to support voice solutions such as Voice over IP (VoIP). IP Office offers networked voice and data communications, providing: · Built-in IP router · One link for voice and data networking · Common access to the Internet; share files and send e-mails to other sites · Support for RIP-2 protocol for dynamic data routing; IPSec VPN, firewall and NAT (Network Address Translation) and for security; Centralized management and proactive fault management via SNMP. IP Packet based voice networking between IP Office sites can be achieved through: · VoIP across the campus LAN · or VoIP across the public network. VoIP networking across IP network or WAN VoIP across the LAN In a factory or campus environment, voice calls can sent over 10/100 Mbps LAN connections on systems equipped with optional Voice Compression Modules (VCM). IP Office supports Diffserve by appropriately marking both RTP packets and signalling packets to facilitate network bandwidth management. VoIP networking across the LAN VoIP across the Public Network IP Office is capable of realizing the benefits of Q.931 and H.450 supplementary service support across a public connection where an appropriate QoS connection can be established. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 297 Issue 27.01.0 (Thursday, September 26, 2013)
  • Supplementary Services within IP Networks Supplementary services within an IP environment are provided over H.323 and SIP. IP Office provides the same rich services as enjoyed within a traditional network environment. Our standards based approach allows interoperability within mixed vendor networks. The basic supplementary service features supported by H.323 and SIP on IP Office to IP Office IP trunk links are listed below. · Basic call set up (voice) · Call Hold (local) · Call Transfer (local) · Called/Calling Name · Called/Calling Number Additional features can be added through the use of IP Office Small Community Networking (see the following section). On IP trunks to non-IP Office systems the Supplementary Service will depend on those also supported by the non-IP Office system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 298 Issue 27.01.0 (Thursday, September 26, 2013)
  • Multi-Site Networking (Small Community Networking) When connecting IP Offices together over IP or Packet based networks, Small Community Networking enhances feature transparency. These networks can support up to a maximum of 1000 users across 32 sites. The following additional features are available. · Busy Lamp Field · Camp-on · Call Back When Free · Paging · Call Pick-up · Centralized Personal Directory for 1400, 1600, 9600 and T3 Telephones as well as Avaya one-X™ Portal for IP Office · Centralized System Directory for 1400, 1600, 9600 and T3 Telephones as well as Avaya one-X™ Portal for IP Office · Centralized Call Log for 1400, 1600, 9600 and T3 Telephones as well as Avaya one-X™ Portal for IP Office · Centralized Voicemail (Preferred Edition) Support for mailboxes, call recording, dial by name and auto attendants. Remote queuing on remote systems is also supported. · Distributed/Backup Voice Messaging · Internal Directory · Absence Text Message · Anti-Tromboning. · Distributed Hunt Groups Hunt groups can include users located on other IP Office systems within the network. Note that Distributed Hunt Groups are not supported for use with Customer Call Reporter. · Remote Hot Desking Users can hot desk between IP Office systems within the network. The system on which the user configured is termed their 'home' IP Office; all other systems are 'remote' IP Offices. Note that Remote Hot Desking is not supported for use with CCC and CCR. · Breakout Dialing This feature allows the user to select an IP Office system in the network from a displayed list and then dial a subsequent number as if dialing locally on the chosen system. This feature is triggered either by a programmable button or short code. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 299 Issue 27.01.0 (Thursday, September 26, 2013)
  • Resilient Multi-Site Networking(SCN)(see the diagram below) In an SCN configuration of System "A" and System "B" where the centralized voicemail is connected to System B, and a number of IP telephones are connected to either System A or System B. If System "B" fails then: · System A will automatically take over from System B and support Avaya IP telephones, hunt groups, and DHCP if required. · Voicemail Pro will reregister to System A. · For users in an Small Community Network (SCN), when they hot desk to another IP Office system, they retain their licensed profile setting as configured on their home system. · All System B users’ Personal contacts/Call Logs will continue to be available (96x1, 9600, and 1600 Telephones). For Multi-Site Networks (SCN), VCM modules are required in all systems being connected. The IP lines may be configured in a start or a meshed configuration. One of the advantages of a meshed configuration is that it removes the risk of a single point of failure within the network. Also the names and numbers (groups, line, services, etc) on the separate IP Office systems should be unique to reduce potential maintenance confusion. Each IP Office system broadcasts UDP messages on Port 50795. These broadcasts typically recur every 30 seconds but BLF updates are potentially more frequent. There are no updates if there is no activity and the overall level of traffic is very low – typically less than 1 kbps per system. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 300 Issue 27.01.0 (Thursday, September 26, 2013)
  • Multi-Site Networking is supported between IP Office systems with differing software levels but network features will be based on the lowest level of software within the network. This option is intended to allow the phased upgrading of sites within a Multi-Site network and it is still recommended that all systems within a network are upgraded to the same level where possible. If larger networks are required QSIG can be used to link multiple Small Community Networks together. Functionality between the communities is governed by the QSIG feature set. IP500 Voice Networking License On IP500 and IP500 V2 systems, Multi-Site Networking (SCN) requires one or more additional licenses. QSIG, H.323 and Multi-Site (SCN) capabilities are not enabled by default in the IP500 and IP500 V2. An additional license is required to enable this functionality with 4 simultaneous networking channels (no channel limit for QSIG). Additional channels can then be licensed in increments of 4. A Voice Networking license is still required to enable TDM QSIG, even though there is no limit to the number of TDM QSIG calls that can be made or received once licensed. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 301 Issue 27.01.0 (Thursday, September 26, 2013)
  • Internetworking with Other Avaya Products IP Office will support the most appropriate way for communication with any other existing PBX's in a customer network, whether TDM or IP-based. Some specific examples are provided below. Please refer to the following link to source the most current IP Office application notes: http://portal.avaya.com/ptlWeb/products/P0160/ ApplicationNotes. VoIP networking using H.323 IP Office has been successfully tested to be interoperable over IP trunks with Avaya Communication Manager (ACM). The protocol supported is H.323 using industry-standard compression codecs (types G.711A, G.711MU, G.729A and G.723.1-6K3). The features currently supported are: · Desk to desk dialing (basic voice call) · Calling/Connected Party ID number · Calling/Connected Name Presentation · Call Hold · Call Transfer These features allow for simple networking needs between IP Office remote branches to a DEFINITY/ACM at the main site. QSIG networking using T1/E1 links (TDM) Alternatively QSIG may be favored as the chosen signaling standard within multiple vendor environments and provides the following supplementary services which are also available between IP Office and DEFINITY / MultiVantage/ I55 /ACM (equipped with the relevant RFA licenses): · Simple Telephony Call/Basic call (ETS 300 171/172) · Circuit Switched Data Call/Basic call (ETS 300 171/172) · Calling/Connected Line Identity Presentation (ETS 300 173) · Calling/Connected Name Presentation (ETS 300 237/238) · Message Waiting Indication (ETS 301 260/255) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 302 Issue 27.01.0 (Thursday, September 26, 2013)
  • Common Networking Features Alternate Route Selection Alternate Route Selection (ARS) allows calls to be routed via the optimum carrier. Time profiles can also be used to allow customers to take advantage of cheaper rates or better quality at specific times of day. If a primary trunk is unavailable or congested, then ARS provides automatic fallback to an available trunk (e. g., analog trunk fallback if a T1 or SIP trunk fails, or use PSTN for SCN fallback). Multiple carriers are supported. For example, local calls are to go through one carrier between specific hours and international calls through an alternative carrier. Carrier selection using 2-stage call set up via in-band DTMF is possible. It is possible to assign specific routes on a per user basis, e.g. only allow expensive routes to be used by critical staff. Note: Existing Least Cost Routing (LCR) configurations are automatically converted to ARS when upgrading to 4.1 or higher. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 303 Issue 27.01.0 (Thursday, September 26, 2013)
  • Network Numbering Schemes IP Office uses fully flexible network numbering options. Dialed digits can be manipulated to add or remove digits, access codes etc. in order to fit into any numbering scheme. Two types of numbering schemes are commonly deployed - 'Linked Numbering' and 'Node Numbering' schemes. In linked numbering schemes each site within the network has a unique range of extension numbers and users simply dial the extension number of the called party. Often, linked numbering schemes are used in very small networks (< 5 sites) with less than 500 extensions. With node numbering schemes each site is given a node ID and this is prefixed by the user when dialing extensions at other sites. In this way extension numbers can be replicated across sites while still appearing unique across the network. Node numbering schemes are common in larger networks. Linked numbering schemes and node numbering schemes are sometimes both used within the same network with node numbering used at the large offices and linked numbering employed at clusters of satellite offices. The following figures depict these two types of numbering schemes. Linked Numbering Scheme Node Numbering Scheme Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 304 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 12. Data Networking Services Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 305 Issue 27.01.0 (Thursday, September 26, 2013)
  • 12. Data Networking Services LAN/WAN Services The IP500 V2 supports a firewalled 2 port Layer 3 Ethernet Switch. When computers on the LAN communicate they do not care where the destination is, they just send messages with the address of the destination. These messages are likely to be received at all other computers on the same network but only one – the target destination – will act on the message. Where the destination is on another network, the router is needed to be the "gateway" to the rest of the world and find the optimum route to send the message on to the destination. The router alleviates the need to establish and hold a call for the duration of a communication session (when messages or IP packets are being sent between source and destination) by automatically establishing a connection only when data is to be passed. Routers may be connected together using WAN (Wide Area Network) links that could be point-to-point leased lines, managed IP networks, Frame Relay networks or exchange lines (Central Office). The IP Office system supports all of these types of network connections. IP Office has an integral router with support for bandwidth on demand that allows the negotiation of extra bandwidth dynamically over time. Where connection is over ISDN, IP Office initiates extra data connections between sites only when there is data to be sent or sufficient data to warrant additional channels. It then drops the extra channels when they are no longer needed. The calls are made automatically, without the users being aware of when calls begin or end. The rules for making calls, how long to keep calls up etc, are configurable within IP Office. It is possible to have several different routing destinations or paths active at any time linking the office to other offices and the Internet simultaneously. Internet Access While the telephone is still the number one business communication tool, Internet access is becoming increasingly important for business-to-business communications. The ability to send and receive email, is now considered mandatory when dealing with many suppliers and customers, while access to the Internet for ecommerce applications and information has become vital. IP Office systems provide shared, secure, high-speed access to the Internet via exchange lines (Central Office), digital leased line or IP VPN services. Internet security concerns are addressed through the provision of an integrated firewall so removing the need for a standalone firewall. The firewall can be configured to cater for a variety of situations and will allow customers to control who can access external resources and when. The firewall isolates your private networks from the Internet, thereby ensuring that your network remains beyond the reach of hackers, while configurable service quotas can be set against a remote access service to ensure authorized users can gain access. Service Quotas place a time limit on outgoing calls to a particular IP Service so limiting costs. Each service can be configured with an alternative fall back, for example, you may wish to connect to your ISP during working hours and at other times take advantage of varying call charges from an alternative ISP. You could, therefore, set up one service to connect during peak times and another to act as fallback during the cheaper period. Internet Access Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 306 Issue 27.01.0 (Thursday, September 26, 2013)
  • Remote Access Features IP Office's integral firewall, service quotas and timebands all apply to remote access calls. Remote access security can be supplemented by CHAP (encrypted passwords) to verify the end users, or PAP which does not support encryption. Timebands can control the hours within which the remote access service is available. A "trusted location" can be set for dial in. These are locations that the System will allow either data access, e. g. a user dialing in from home, or access to voicemail without a voicemail code for a user collecting their voicemail messages from a mobile. The trusted location is also the location the Voicemail Server will call to inform the user of a new message. Conversely a "specified location" can be set which restricts remote access from only that location, this specified location can also be a designated dial back number thereby minimizing the threat of unauthorized remote access. IP Office systems can also incorporate remote access dial back services so that if a user always remotely accesses the office from a single location e.g. their home, then after login verification the system will disconnect their call and dial them back. In addition to the added level of security dial back provides it can also be an excellent method of consolidating remote access charges onto the central office telephone bill. In addition to remote access from Telephone Adaptors, all ATM4 trunk cards (including the IP500 V2 Combination Card ATM) support switching of the first analog trunk to an integral V.32 modem for remote access. LAN to LAN Routing All businesses now have a need for data routing whether it's a requirement to share resources such as email servers, file servers and internet gateways, or seamlessly transport data between sites or network to and from their customers and suppliers. This is why each IP Office platform offers IP routing as standard. Embedding a router within IP Office removes the costs, complexity and additional points of failure of external WAN multiplexers by allowing data and voice traffic to converge and share the network resources of IP Office. These network resources can range from dial up ISDN connections, point-to-point leased circuits, managed IP networks or Frame Relay as IP Office supports all these types of network connections. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 307 Issue 27.01.0 (Thursday, September 26, 2013)
  • SSL/VPN Remote Access The IP Office SSL/VPN remote access solution is a fast and easy way to set up a secure remote access at broadband speeds. The solution is designed to provide Avaya and Avaya partners with reliable remote access that enhances service delivery while reducing the cost associated with truck rolls. The solution enables partners of any size to create an infrastructure that automates management and maintenance of IP Office systems. The IP Office SSL/VPN Solution The IP Office SSL/VPN solution offers secure remote accessibility to the IP Office devices with minimum networking expertise required to set up the CPE at the customer site. The IP Office can be pre-configured with SSL/VPN configuration before installation at the customer’s site. Advantages of the IP Office SSL/VPN Solution · Secure remote access at broadband speeds for enhanced support · Simple configuration and deployment · Scaling to accommodate future growth requirements · Networking expertise not required at the customer site (No IT admin required at the customer site) · No requirement to open holes in the firewall (Firewall-agnostic as the connection is initiated from the customers’ site to the Gateway) · Connection can be “Always-ON” or can be initiated via Dial-Up or Phone. · Facilitation of remote configuration, management, monitoring, diagnostics, and upgrades. Operation of SSL/VPN Remote Access IP Office software includes an embedded SSL/VPN client. On the server side (should the partner decide to host the server side), the partner will need to install a server (VM) and install the Avaya VPN Gateway (AVG) software. The Partner will establish the SSL/VPN Gateway configuration on the IP Office so that the IP Office can trigger a secure tunnel back to the Gateway. A username/password is setup during the configuration step for security purposes. A second level of security is also provided with a server-side certificate authentication. A radius server will then validate the username/ password upon connection request initiated from the IP Office. Once the credentials are validated, the secure remote access is established. System Requirements At a minimum, the partner needs to ensure that a broadband connection is available at the customer site. A partner deciding to host the server side can purchase (scale as you go) the SSL/VPN licenses based on how many simultaneous connections are required. The AVG software is installed on a VM server software (the partner can choose the server of their choice) and set up a radius server for username/password authentication. The same VM server can also act as a radius server or the partner can use a separate radius server or reuse an existing radius server based on their IT department’s recommendations and security policy. Partners wanting to host the server side gateway should refer to the Avaya enterprise portal for more detailed information about the Avaya VPN gateway solution (see https://enterpriseportal.avaya.com/ptlWeb/gs/ products/P0623/AllCollateral). Exceptions to the SSL/VPN solution described above: · No support for IP Office 500v1 system · No support for the Unified Communications Module or the external expansion applications server (Material Code – 269810) used with the IP Office · When the partner hosts the server side, configuration of the solution is performed using IP Office Manager (as a result, the IP Office Basic Edition is not supported with the SSL/VPN solution) Data Networking Features Integral 10/100 Mbit Layer 3 Ethernet Switch Layer 3 switching is particularly useful in situations where it is desirable to have a ‘trusted’ and ‘unsecured’ network, where the ‘unsecured’ network is uncontrolled and carries public traffic on it. It is possible to set up a firewall between two LAN segments using the IP Office layer 3 switch. IP500 V2 supports a two-port Layer 3 Ethernet switch with the firewall between them. Both of these switched ports have their own IP addresses (LAN1 and LAN2) and in order for traffic to pass from one port to the other, a route is configured in the system’s routing tables. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 308 Issue 27.01.0 (Thursday, September 26, 2013)
  • DHCP Server IP Office can manage your IP Network for you through its integral DHCP Server. IP Office can be configured to hold a pool of IP addresses for users on the Local Area Network. When a user powers up their PC, the system will allocate them an IP address for the duration of their session. The DHCP server also provides the user's PC with the address of the Domain Name Service (DNS) server and the Windows Name Service (WINS) server. Alternatively, for customers who have a separate DHCP Server, IP Office can be configured to obtain its address from that DHCP server or be set with its own static IP address. IP500 V2 has two independent DHCP servers, each one dedicated to Layer 3 switched LANs. Leased Line Support IP Office is capable of connecting to leased line services. IP Office WAN services are supported over E1/T1 PRI trunks and BRI trunks. E1/T1 trunks can be configured to operate in a fractional mode for 'point to multi-point' applications i.e. a single 2M interface could be treated as 3 x 512K and 8 x 64K going to 11 different locations. When using T1 as a Leased Line it is possible to use the same circuit for switched circuit services. Not all types of leased line are available in all territories, check for availability. Dial-Up Circuit Support Where the amount of traffic does not justify the cost of a dedicated leased line, the system can provide data connectivity via ISDN dial-up circuits using its E1/T1 or Basic Rate trunks. Where data speeds greater than a single channel are required (64K/56K), additional channels can be added to the call as and when they are needed. Point-to-Point Protocol (PPP) PPP is an industry standard Wide Area Networking Protocol, that allows inter-working with a wide range of 3rd party routers. PPP is used over leased line circuits where a single channel is used to connect the two locations together. e.g. A single channel maybe a 64K channel on a dial-up circuit or a 256K leased line etc. Multi-Link Point-to-Point Protocol (ML-PPP) IP Office supports Multi-Link PPP allowing additional calls to be made where bandwidth greater than a single channel is required. The maximum number of channels available to data can be set on a service-by-service basis. When the available bandwidth reaches a user defined limit additional channels can be automatically added. Similarly, when traffic falls then the number of channels in use can be automatically reduced. If there is no data traffic on any of the channels in use then all lines can be cleared. Since most carriers have a minimum charge for calls, the period that a channel has to be idle before clearing is configurable. Through these mechanisms call costs can be effectively controlled while ensuring that bandwidth is available as and when it is needed. Frame Relay Frame relay is a wide area networking protocol based on the X.25 protocol. Individual network connections are multiplexed over a common medium by the use of Permanent Virtual Circuits (PVC). This allows a single Leased Line to provide connectivity to a number of different locations. Frame relay is currently implemented in IP Office as a CPE or 'router end' protocol over WAN connections. IP Office supports both PPP and RFC1490 encapsulation with fragmentation of large data packets to provide voice quality of service. Service Quotas IP Office can be configured to limit the maximum number of minutes that a service, such as Internet Access, is available for each user. This is the sum total of calls made and does not include periods of inactivity. Once the quota has been used the service is no longer available. The quota can be either automatically refreshed daily, weekly or monthly or manually refreshed by dialing a secure feature code on a handset. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 309 Issue 27.01.0 (Thursday, September 26, 2013)
  • Time Profiles Time profiles set the operational times for service. For example, a time profile could be set up to make Internet Access available to staff only during lunch times. Using time profiles it is also possible to define an alternative service to operate outside the operational hours of the main service. This may be used to take advantage of alternative tariffs at off peak periods. Switching to this fallback service can also be controlled manually by dialing a secure short code from a handset. This can be particularly useful in allowing quick restoration of service in the event of an ISP failure. This feature also applies to days of the week or specific calendar dates. Password Authentication Protocol (PAP) PAP is a method of authenticating the remote end of a connection using unencrypted passwords. Challenge Handshake Authentication Protocol (CHAP) Challenge Handshake Authentication Protocol allows an incoming data call to be authenticated using encrypted passwords. The system also provides the option to periodically reaffirm the authenticity of the caller during the data call. Data Header Compression IP Header Compression (IPHC) reduces the header size of the data packet to gain bandwidth efficiency over Wide Area Networks, but adds to transmission latency. Data Compression IP Office supports both Microsoft Point to Point Compression and Stac Lemple Ziv to provide greater throughput on slow speed wide area network links. Bandwidth Allocation Control Protocol (BACP) Bandwidth Allocation Control Protocol allows the negotiation with the remote end of the data call to request additional calls to be made to improve aggregate data throughput. Callback Three types of call back are supported · LCP (Link Control Protocol) After authentication the incoming call is dropped and an outgoing call is made to a predefined number to re-establish the link. · Callback CP (Microsoft's Callback Control Protocol) After authentication from both ends, the incoming call is dropped and an outgoing call to a predefined number made to re-establish the link. · Extended CBCP (Extended Callback Control Protocol) Similar to Callback CP however, the Microsoft application at the remote end will prompt for a telephone number. An outgoing call will then be made to that number to re-establish the link. Domain Name Service (DNS) Proxy Domain Name Service servers provide the translation of names such as www.avaya.com to the domain’s IP address required to establish a connection. IP Office provides this service to PCs on the network by proxy. Network Address Translation (NAT) Network Address Translation is a mechanism that allows you to use different IP address on your private network behind a router with a public IP Address. When connecting to the Internet, ISPs typically want a customer to use an IP address they have allocated. Using NAT this is easily accommodated, eradicating the need for the customer to change their network numbering scheme and providing additional security to the Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 310 Issue 27.01.0 (Thursday, September 26, 2013)
  • internal users as their address in hidden to the public. Typically, a company maps its internal network addresses to a global external IP address and unmaps the global IP address on incoming packets back into internal IP addresses. This helps ensure security since each outgoing or incoming request must go through a translation process. This also offers the opportunity to qualify or authenticate the request or match it to a previous request. NAT also conserves the number of global IP addresses that a company needs. Proxy Address Resolution Protocol (ARP) Support for Proxy Address Resolution Protocol allows IP Office to respond on behalf of the IP address of a device connected to it when receiving an ARP request. Auto Connect If a service is idle, that is no one is using the Internet, Auto Connect allows the IP Office to periodically connect to a service. This is ideal for mail polling to retrieve email from an Internet Service Provider. An 'Auto Connect Time Profile' controls the time period during which automatic calls are made, for example not at weekends or during the middle of the night. Firewall IP Office integrated firewall provides packet filtering of the most common IP protocols including File Transfer Protocol (FTP) and Internet browsing (HTTP). Each protocol passing through the firewall can be restricted/ allowed access in four different ways: · Drop No sessions via this protocol will be allowed through the wall · In An incoming session can "punch a hole" in the wall to allow traffic in both directions · Out An outgoing session can "punch a hole" in the wall to allow traffic in both directions · Bothway An incoming or outgoing sessions can "punch a hole" in the wall to allow traffic in both directions. In cases where a protocol is not supported by default, the firewall can be customized to control packets based on their content. IP Office allows the configuration of as many firewalls as needed through IP Office Manager. This permits different security regulations to be applied to individual dial-in users and data services. Light-Weight Directory Access Protocol (LDAP) IP Office supports LDAP directory synchronization. This allows the telephone number Directory (names and telephone numbers) held in IP Office to be synchronized with the information on an LDAP server (limited to 5000 entries). Although targeted for interoperation with 'Windows 2000 Server Active Directory', the feature is sufficiently configurable to interoperate with any server that supports LDAP version 2 or higher. Remote Access Server (RAS) IP Office provides RAS functionality allowing external users to dial in to the local area network from modems, telephone adaptors and routers. Several of the previously described features and services can be applied to the dial-in users to create a powerful Remote Access Server. Dial-in users can be authenticated using either PAP or CHAP. Once authenticated the DHCP server can automatically assign the user an IP address to use while connected to the LAN. Individual time profiles and firewalls can be applied to the user restricting what they have access to and when they have access. For further security and accounting ease, IP Office can automatically call a user back. This keeps the cost of the telephone call on the company telephone bill removing the need to process individual expense claims. Routing Information Protocol (RIP) RIP is a distance vector protocol that allows routers to determine the shortest route to a destination network. It does this by measuring the number of intermediary routers that need to be traversed to reach the destination network. If more than one route exists to the same destination the shortest route is used. If a fault Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 311 Issue 27.01.0 (Thursday, September 26, 2013)
  • occurs on the shortest route it will be remarked as being infinite and any alternative route will become the new shortest route. This behavior can be used to add resilience into a data network. Where a customer has an existing data network comprising of third party routers, IP Office added to the network can provide back up using its routing and dial-up capability. RIP enabled routers share their knowledge of the network with each other by advertising and listening to routing table changes. IP Office Supports both the RIP I and RIP II standards. VPN: IPSec Tunneling IPSec tunnels allow a company to pass data between locations over unsecured IP networks such as the public internet. The company data is secured using 3DES encryption making it unintelligible to other parties that might be 'eaves dropping' on the traffic. Tunneling can be applied to link offices together or provide workers access to the office over the internet. All IP Office systems support up to a total of 256K worth of encrypted traffic to multiple locations. Initially, inter-working is supported only between IP Offices that are connected either directly on a WAN port or via the LAN using a 3rd Party router. IPSec is optional and enabled on IP Office through a License Key. Note: Check with Avaya for supported scenarios and 3rd party devices. VPN: Layer 2 Tunneling Protocol PPP authentication using PAP or CHAP takes place between directly connected routers only. When using a public IP Network to connect sites this authentication takes place between the customers router and the service provide router that it is connected to. In some circumstances it is desirable to authenticate between the customer owned routers, jumping over all the intermediary routers of the service provider's network. Layer 2 Tunneling Protocol allow this to happen by facilitating a two stage authentication, firstly with the service provider router then the customer router on the remote network. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 312 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 13. Unified Communications Module Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 313 Issue 27.01.0 (Thursday, September 26, 2013)
  • 13. Unified Communications Module With the Avaya IP Office Unified Communications Module (UC Module, material code: 700501442), Avaya provides a single touch point for sourcing, maintenance and support of application deployment. The UC Module is an integrated CPU running Linux, thus avoiding the need for server licenses (Microsoft) and any requirement to keep an external server updated outside of the telephony software and hardware. Additional benefits include flexibility with application deployment such as Preferred Edition and the ability to expand ports, user licenses for user productivity packages. The UC Module comes preloaded with all Preferred Edition Voice Mail Pro server software images including a Preferred Edition license, one-X Portal software images and IM/Mobility (same as the Linux Applications DVD for external servers). The UC Module will include an implicit Preferred Edition license so all server software will be available depending on the User package purchased, e.g., Power User, Teleworker, Officeworker and Mobileworker Preferred. The Preferred Edition system license will come 'bundled' with the module. A pre-requisite Essential Edition system license is required for proper UC Module operation. The UC Module integrates with existing IP500 V2 Control Unit: · One (1) module per chassis · SW loaded on UC Module on SSD card or via Ethernet from support.avaya.com · one-X Portal for IP Office User Packages are supported. User Packages and Mobility will require user package licenses. The UC module will support up to 50 User Packages. · Preferred Edition will be offered with the module in a bundled offer, with four (4) voicemail ports by default. Up to 20 voicemail ports are supported running concurrently with up to 50 User packages. 200 mailboxes/phones on a system or in a small community network are supported. · Up to 40 voice mail ports when running just Voicemail Pro; with no User packages running on the system · TTS, MAPI Email and UMS Exchange Integration are supported · Supports systems running IP Office Advanced Edition mode (CCR) on Microsoft server · Supports centralized Voice Mail Pro configuration up to six (6) sites; rules for maximum voice mail channels, User packages and mailboxes/phones must be maintained per UC Module · Must be running IP Office Release 8.0 Q1 service pack or higher System Platforms supported: IP Office IP500 V2. Not applicable to IP Office for Linux. The following will not be supported by the UC Module with the 8.0 Release: · Advanced Edition natively on the card since Advanced Edition is Microsoft based Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 314 Issue 27.01.0 (Thursday, September 26, 2013)
  • · VB Scripting · 3rd Party Database Integration · Web Voicemail · Web Campaign · VRLA Authentication: Contact Store can talk to Preferred Edition system running on Linux, but manual steps must be taken to properly setup the Linux system with shared folders · VPNM Specifications: · Intel ATOM Processor Z680( 1.6GHz CPU) · 2GB DDR · 32 GB SSD Flash memory; ~380 hours of voicemail storage, accounting for logging which will use storage Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 315 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 14. Applications Server Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 316 Issue 27.01.0 (Thursday, September 26, 2013)
  • 14. Applications Server The Avaya IP Office Applications Server provides the capabilities required for real-time communications applications in a 1U form factor. Avaya has engineered and tested the specific server configurations for Avaya IP Office applications solutions ensuring that the IP Office applications perform to Avaya’s stringent specifications for both individual applications and as part of an overall Avaya solution. The Applications Server is part of the family of the Avaya Common Servers. The applications server is the base server which comes packaged and shipped with the IP Office Linux Applications DVD software preinstalled, ensuring a quick and easy installation. It is an external, rack mounted server that will provide scalability for larger IP Office installations and multi-site deployments not currently supported with the new IP Office Unified Communications Module. Avaya will continue to be the source of supply for the servers running Avaya applications, providing value added services in terms of the configuration and optimization of the complete solutions we offer to our customers. The Applications Server is Linux based and Avaya supported, simplifying the server standardization and minimizing installation time for IP Office applications, reducing Total Cost of Ownership (TCO). Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 317 Issue 27.01.0 (Thursday, September 26, 2013)
  • Chapter 15. User Call Control Applications Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 318 Issue 27.01.0 (Thursday, September 26, 2013)
  • 15. User Call Control Applications Avaya provides the following call control applications: · Avaya one-X™ Portal for IP Office 319 Avaya one-X™ Portal for IP Office is a server-based application that the user accesses with their web browser. It can only be purchased as part of the IP Office Office Worker, Power User and Teleworker user licenses. · IP Office Video Softphone 330 The IP Office Video Softphone is a full feature telephony client that supports standard telephony features as well as video conferencing on a PC running a Microsoft or Mac operating system. · Flare Communicator 336 Avaya Flare Communicator is a collaboration software client that delivers an innovative interface for real time communications for Windows and on the iPad. It enables users to handle phone calls, instant messages, presence, enterprise contacts and launch e-mail, all from the same interface. one-X Portal for IP Office The Avaya one-X™ Portal for IP Office is an application that provides users control of their telephone from a networked PC. Avaya one-X™ Portal for IP Office can be used with any IP Office extension; analog, digital or any IP telephones, wired or wireless, and is available as part of the IP Office Office Worker, Power User or Teleworker user licenses only. Avaya one-X™ Portal for IP Office is a server based application that the user accesses via web browser. Via separate gadgets, Avaya one-X™ Portal for IP Office provides easy access to telephony features, call information, call and conference control, presence and instant messaging, directory and Voicemail Pro mailbox. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 319 Issue 27.01.0 (Thursday, September 26, 2013)
  • Calls Gadget Caller ID/Name Presentation Caller ID is presented as standard (where provided) allowing users to see who's calling before answering. The caller's phone number and name (if known to IP Office) are clearly shown in the call status area. The same information is also displayed should a second incoming call be presented, allowing users to easily switch between calls. Desktop PC Telephony Controls Avaya one-X™ Portal for IP Office has telephony buttons in the call gadget that activate standard telephone functions such as Answer, Drop, Hold, Retrieve, Record, Mute, Consult and Transfer so that users don’t need to remember IP Office specific feature codes. These functions are context sensitive and appear depending on the status of the call. Keyboard shortcuts are available for Answer, Hold, Drop and Call functions and can be configured by the user. Avaya one-X™ Portal for IP Office users can also select an option to enter Touch Tones (DTMF digits) in an active call. Active calls can be easily parked by clicking on a park slot whilst displaying the active call. Four Call Park slots/ zones, which can be shared between users and operators, or within a department on the same IP Office system, further add to the ease with which the entire call handling process is streamlined with Avaya one-X™ Portal for IP Office. Such parked calls can be retrieved either through Avaya one-X™ Portal for IP Office, SoftConsole or a desktop phone. The call park slot names can be configured by the user. Conferencing Controls Avaya one-X™ Portal for IP Office allows the setting up of an ad-hoc conference call from calls on hold and/or the directory, or a meet-me conference. It is possible to configure the Conference ID of the user for meet-me conferences. Once the conference is set up the conference originator will have the following functions: · mute/unmute a party/oneself · mute/unmute all · drop a party from the conference · hold the conference while others keep talking · record the conference · drop all parties in a conference · lock/unlock a conference (meet-me conference only) · Loudest speaker detection in an active conference (meet-me conference only) Call Log Gadget Call History The call log displays details of calls you have made, received and missed and it will report the last 30 calls. Users can use the call log to make a call or add the caller to the Personal Directory. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 320 Issue 27.01.0 (Thursday, September 26, 2013)
  • The call log shows the actual call history, independent of whether the user was logged in at the time or not. The call log is centralized and also available on the desktop phone. Calls are ordered in 4 tabs: · All: all calls. · Incoming · Outgoing · Missed Each tab can be ordered by name, number, time of the call, duration, number of calls and call type. The order can be ascending or descending. To make a call from the call log, the user simply clicks on the number they wish to call. Messages Gadget Voicemail Access Avaya one-X™ Portal for IP Office will show new, saved and old voicemails received and provides access into the user mailbox allowing the user to play, rewind, fast-forward, save and delete messages. The voicemails can be ordered by state (new, saved, read, private, urgent), caller, called party, time and length. The order can be ascending or descending. The user can easily call back the caller who left a message from the message gadget. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 321 Issue 27.01.0 (Thursday, September 26, 2013)
  • Directory Gadget Directories Avaya one-X™ Portal for IP Office can display several directories of names and associated telephone numbers. · Personal Directory This is the user’s own directory of names and numbers. The user can associate multiple numbers (e.g. work, home, mobile, etc.) with a name and select which number to use when making a call. They can also edit and change the directory entries. The personal directory can contain up to 100 entries. The personal directory is common with the 1400, 1600 and 9600 Series telephones (as well as T3 telephones in selected EMEA countries). o The Avaya one-X™ Portal for IP Office user can add up to 4 additional tabs for personal directory contacts, · System Directory This is the directory of names and numbers from the IP Office telephone system plus all the users and groups on the telephone system. These entries cannot be changed, but the user can copy a system directory entry into your personal directory and modify it. · External Directory The system administrator can configure Avaya one-X™ Portal for IP Office to access one external directory (Active Directory / LDAP). Searching the directories is easy: with the Personal Directory and the System Directory, as you enter a name or number in the box at the bottom of the tab, only matching directory entries will remain in view. With the External Directory, you must enter a name or number to perform a search. The user can make a call directly from the directory gadget by clicking on the number associated with the entry. If more than one number is available for this entry, they can choose which one to call. Presence and Instant Messaging Avaya one-X™ Portal for IP Office for IP Office provides a Presence and Instant Messaging Service that facilitates communications both internal and external to the organization. It shows presence for any of the people added in the Directory gadget. The Directory gadget displays the presence status of a user that reflects telephony presence (phone activity such as available/busy/ringing), user presence (Available/DND/Offline) and presence information from Microsoft Exchange calendar mining (in an appointment, out of office set). In addition it supports Presence Federation via XMPP which allows display of information published by buddies using other presence networks such as the Google Talk network. With federation, a user can add a buddy on another system by specifying that user's XMPP ID when defining the new buddy. The Instant Messaging service allows users to communicate with internal and external users using instant messages from within Avaya one-X™ Portal for IP Office. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 322 Issue 27.01.0 (Thursday, September 26, 2013)
  • Users can also set a custom Presence status message that will be published to their subscribers as illustrated below. The status can be: State Available Icon Description available The status indicates that you are available and can be called. Busy The status indicates that you have a call in progress. Do Not Disturb The status indicates that you have enabled Do Not Disturb on the phone system. Calls to you are redirected to voicemail if available. Otherwise, the callers receive a busy tone. The exception is calls from numbers that you have added to your list of Do Not Disturb Exceptions. Logged Out The status indicates that you have not logged into the extension on the phone system. Calls to you are redirected to voicemail if available. Otherwise, the callers receive a busy tone. You cannot make calls. However you can still use Avaya one-X™ Portal for IP Office to alter your configuration settings. Ringing This status indicates that the phone is ringing and you have an incoming call. Unknown unknown This status indicates that your presence on the phone system is unknown. The presence cannot be determined as the phone number is not an extension on the IP Office Presence within Avaya one-X™ Portal for IP Office allows the user to create sets of call redirection settings. Through the configuration tab the user can create different Presence entries and associate different rules to each such as forwarding to a different number or Do Not Disturb. In case of Do Not Disturb, the user can establish a list of numbers (DND exceptions) from whom the user wants to receive calls. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 323 Issue 27.01.0 (Thursday, September 26, 2013)
  • My Buddy The Directory gadget provides each Avaya one-X™ Portal for IP Office user with a "MyBuddy" icon. MyBuddy is a virtual person that responds to commands entered by the user in his/her chat window. MyBuddy is always online/available, has an Avaya Avatar, and has a status message of "Type help for a list of commands". A user can type in commands for call management to place a call, find a person, list missed calls etc. World Clock Gadget The World Clock gadget shows you the current time in different time zones previously selected. Agent Control Gadget If the user is also a Customer Call Reporter agent, this gadget is displayed. Users can use it to see their current agent state and change that state. · In Agent Control Gadget, Agents are offered the ability to set their state as: · Available · After Call Work · Busy Not Available It can also be used to change the membership status in the different Customer Call Reporter queues to which the user belongs. Personalizing the Layout There are a number of ways in which the Avaya one-X™ Portal for IP Office gadgets layout can be adjusted. Any changes made are stored by the Avaya one-X™ Portal for IP Office in your user settings so the saved version is always available when the user logs in again. Change the Avaya one-X™ Portal for IP Office layout: · Select a Skin – there are 2 skins available to choose from · Change the Column Widths – the screen is in divided in two columns of variable width. · Show/Hide a Gadget – it is possible to minimize unused gadgets and use the available space for the used ones. · Resize a Gadget – by dragging the resize icon at the bottom of the gadget it is possible to change the size of a specific Gadget. You can also maximize a gadget to occupy the entire one-X Portal space. · Move a Gadget – by dragging the gadget itself · Default the Layout – go back to the factory default. Extensibility with 3rd Party Gadgets Avaya one-X™ Portal for IP Office for IP Office enables extensibility by allowing a user to add 3rd party gadgets to the Avaya one-X™ Portal for IP Office. This allows a user to improve productivity by combining his/ her Unified Communications workspace with the personal workspace. An external gadget is a pre-built piece of code that is remotely hosted and interacts with a third-party website to provide added functionality to a website. Web gadgets from gadget providers/syndications like Google, Zoho, etc. are pre-integrated with Avaya one-X™ Portal for IP Office client. Gadgets provided by default include gadgets from categories such as Communication, Finance, Technology as well as Productivity utilities like calculators, language translators, currency converters etc. The 3rd party gadgets can be added to a new tab within Avaya one-X™ Portal for IP Office. In addition to the third party gadgets provided with the default installation of Avaya one-X™ Portal for IP Office, new gadgets can be added (configured) into the Avaya one-X™ Portal for IP Office system by the Administrator for use by users. The Administrators can manually provision an external gadget by providing the gadget parameters to add a gadget. They can also export and import gadgets to speed up installation time. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 324 Issue 27.01.0 (Thursday, September 26, 2013)
  • Profiles By setting and creating using profiles the user is able to easily control where your calls are directed and how they are treated. There are 3 default profiles, called Office, Mobile and Home. These can be edited but not deleted. The user can create up to 5 additional profiles. A special profile called Detected may also appear and it is displayed when the current telephone system settings don't match any of the profiles. By selecting which of the saved profiles is the current one, the user applies that set of settings to the telephone system. When creating or editing a profile, there are 4 settings that the user will have to select: · Mobility - The user can choose between: o o A number to forward the calls to o Mobile Twinning with the number to twin o · The default desk phone Telecommuter with the number where the user is based Voicemail - The user can choose to activate/deactivate the following options o o Voicemail ringback o Voicemail Outcalling o Voicemail to be listened to on PC or on phone. o · Voicemail on call not answered Active Greeting – The user can choose which recorded greeting to make active. Call Pick Up – on/off Call Assistant The one-X Call Assistant is an application that performs a range of functions, even if you have not logged into Avaya one-X™ Portal for IP Office using the browser. When you make and receive calls, the one-X Call Assistant displays messages on your Windows desktop even if you do not have Avaya one-X™ Portal for IP Office running. Call Assistant is an optional desktop application that enables the following functions: · Screen pop when receiving a call The screen will show the name (if in the personal or system directory) and number of the caller and the user can answer or drop the call by clicking on the relevant button. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 325 Issue 27.01.0 (Thursday, September 26, 2013)
  • · Outlook Contact Pop It will also give the option to automatically pop up the Outlook 2003/2007 Contacts entry for the caller or the called. · Hot Key The one-X Call Assistant can be used to make a call by dialing a number selected in a Windows application. To do this, simply select or highlight the number in the Windows application and then press your one-X Call Assistant's hot key combination. Feature Summary Feature Avaya one-X™ Portal for IP Office Web browser based Yes OS independent (Windows, Linux, Mac support) Yes Click to dial Future Citrix/terminal server support Future Inbound/outbound call handling Yes Phone call control Yes Configure phone preferences Yes Configure keyboard short cuts Yes CLI (ANI) / Name display Yes Speed dial / Busy Lamp Field management Speed Dial tabs (to group Busy Lamp Field icons) Transfer call by drag and drop to a speed dial icon Yes - from Personal & System Directory Yes – 5 Personal Directory tabs maximum. - View internal users’ presence Yes (Telephony + User Status) + Custom Presence status + Presence from calendar mining + Presence from other supported networks Send Instant Messages (IM) to internal users IM to internal and external users from supported Presence networks Telecommuter mode Yes Mobile Twinning Configuration Yes Call Pick Up Yes Compact mode Yes – Call Assistant Personal Phone Directory Yes – 100 entries maximum System Phone Directory Yes – 5000 entries maximum External Phone Directory (e.g. LDAP/Active Directory) Call history log – all, missed, messages Yes - unlimited Yes - 24/7 call log Separated incoming/outgoing call log Yes Collect new voicemail messages Yes Voicemail box control (Intuity and IP Office modes) Yes Personal Distribution List set up (Intuity mode) Incoming call scripting - Time on call Yes Advice of Charge (ISDN service provider dependent) Door opening control Yes (via analog extension) Queue monitoring Future Conference Control Display Yes Audio Conference Management Yes 'Screen pop' contacts with Outlook Yes Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 326 Issue 27.01.0 (Thursday, September 26, 2013)
  • Feature Avaya one-X™ Portal for IP Office Simple Outlook contact record creation Agent Mode Yes Distinctive Ringing (WAV file) - Post Connect dial (sending DTMF while connected to another party) Yes VoIP mode (to run as an PC Softphone) Yes (with Power User and Teleworker licenses only) Video Softphone Yes (with Power User and Teleworker licenses only) 1. LCS: Microsoft Live Communications Server 2003. Avaya IP Office Plug-in for Microsoft Outlook Microsoft Outlook is an application that many knowledge workers invoke in the morning and keep running all day. The IP Office Plug-in for Microsoft Outlook brings a subset of the Avaya one-X™ Portal for IP Office user experiences to Outlook. The plug-in allows the user to communicate with contacts without leaving the Outlook window and without needing to bring up separate client applications. This vastly improves user productivity. Avaya IP Office Plug-in for Microsoft Outlook provides the following features: · Initiate a voice call (to work, to home or other numbers) · Get notifications for incoming calls with options to accept or reject · Listen to voicemail · View Call history · Export Outlook contacts to Avaya one-X™ Portal for IP Office Server · Show presence of users - Telephony presence, User presence of other system contacts, User presence published by contacts on other presence networks (e.g.: GoogleTalk), Calendar presence · "Collapse" plug-in window to avoid capturing the entire screen. UC features will continue to be available to the Outlook user · Click-to-Call options on context menu of a contact from Outlook Contacts directory or from Outlook Calendar (number should be in Location field) Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 327 Issue 27.01.0 (Thursday, September 26, 2013)
  • The Avaya IP Office Plug-in for Microsoft Outlook can be downloaded from the Desktop Integration tab of the Avaya one-X™ Portal for IP Office. The plug-in is supported on the WinXP+SP3, Windows Vista and Windows7 operating system for Microsoft Outlook versions 2003, 2007 and 2010. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 328 Issue 27.01.0 (Thursday, September 26, 2013)
  • Avaya IP Office Plug-in for Salesforce.com IP Office enables integration with Salesforce.com for business users. This integration enables Salesforce.com customers that are using IP office for their telephony needs to control calls from within the Salesforce.com portal itself. This integration is enabled by the "Avaya IP Office Plug-in for Salesforce.com," which is a Windows application that runs in the system tray, and provides the following features from the Salesforce.com soft client available within the Salesforce.com portal: · Call Control (Make, Receive, Hold/Unhold, Transfer, Mute a call) · Inbound and outbound calls automatically added to Salesforce.com portal call history · Click to dial from any contact or phone number within Salesforce.com portal · Screen pops of customer information (contact, case etc.) on caller-id and name for inbound and outbound calls The screenshot below captures the Salesforce.com Portal with the phone integrated to IP Office. The Avaya IP Office Plug-in for Salesforce.com can be downloaded from the Desktop Integration tab of the Avaya one-X™ Portal for IP Office. The plug-in is supported on the WinXP+SP3, Windows Vista and Windows7 operating systems. Licensing Avaya IP Office plug-in for Microsoft Outlook and Avaya IP Office plug-in for Salesforce.com require an Avaya one-X™ Portal for IP Office license for each user. This license is part of the IP Office Power User, Office Worker or Teleworker user license and is not available separately. Product Description IP Office 9.0 © 2013 AVAYA All rights reserved. Page 329 Issue 27.01.0 (Thursday, September 26, 2013)
  • IP Office Video Softphone IP Office introduces – as part of the Teleworker and Power User package – a new softphone application; IP Office Video Softphone, including a number of new features: · A version of the client for the Mac OS environment (not functionally aligned with the Windows version) · Busy Lamp Field (BLF) busy beep support · The ability to send and receive Instant Messages · Video conference for up to six participants · Support for the G.722 codec option The IP Office Video Softphone is a full feature telephony client that supports standard telephony features on a PC running Microsoft or Mac operating systems. Support of several audio options including support of wireless headsets with full hook-switch support provides a flexible telephone option, especially for people on the move. IP Office Video Softphone is part of the Teleworker and the Power User package. An applicable Teleworker/ Power User